Position Summary: The Tier I Help Desk Technician is responsible for performing routine troubleshooting, and incident handling procedures while maintaining customer satisfaction and contributing to the highest delivery level of customer service possible. Essential Duties and Responsibilities: Take ownership of all incidents and requests coming into the service desk. While over the phone, email and chat, be able to provide a pleasant support experience while addressing customer's issues and requests, handle escalations and effectively document the details and updates on requests, and issues within the ticketing tools. Ensure all incidents and change requests are documented fully and meet our client's and management's satisfaction before closing. Following up on all incidents and requests as per ticket handling procedures. Communicate information between tier II Help Desk Technicians and our clients. Request additional information from clients as per ticket notes and inform clients or partners of closed incidents and requests. Be responsible for meeting attendance requirements for your scheduled shifts. Complete any daily assigned tasks that are within your tier responsibility before the end of your shift, or make the next shift aware of any outstanding requests to be completed. Serve as the first point of contact for customers seeking technical assistance Respond to requests for technical assistance via phone, chat or email. Diagnose and resolve technical hardware and software issues Advise customers on appropriate actions Log all help desk interactions Awareness of customer service principles and practices Ability to follow Help Desk procedures while working in an ITIL environment Ability to work within team-oriented, collaborative environment Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast moving, dynamic environment. Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices Escalate to Tier II Help Desk Technicians as needed to resolve issues. Shift: Mid-shift starting from 7 pm onwards. Interview Schedule: 3pm - 6pm Interviewers: Initial Interview: HR Manager 2nd Interview: General Manager 3rd Interview: Hiring Manager (US) at 10 pm onwards. Location: Mandaluyong area, with no parking. Position Details: Compensation and Benefits: Salary: Non-taxable 3,000 pesos on the first day. Allowance: 800 pesos monthly. Additional Pay: 13th-month pay 10% Night Differential Overtime pay (10%) Annual increase Leave: 12 days of vacation leave. Health Benefits: HMO after regularization, covering 1 month for 2 dependents. Insurance Coverage: 100,000 pesos per year (coverage) 250,000 pesos for accident/life insurance after regularization. Retention Bonus: Given after 6 months (50%) Remaining 50% after a year. Bereavement Assistance: 5,000 pesos. Retirement Benefits: After 5 years