Job description Key Responsibilities and Accountabilities Provide support to all Valor Global PH internal staff for all desktop, laptop, other device, OS and application issues via call, chat or email. Build rapport and elicit problem details from users. Apply diagnostic utilities to aid in troubleshooting. Perform on-boarding and off-boarding process. Identify and learn appropriate software and hardware used and supported by the organization. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Train and collaborate with other team members Ensure all incidents, issues and changes are recorded. Undertake other tasks as assigned by supervisor and management Provide support for all IT related projects. Skills, knowledge, qualifications required for job Technology Skills Microsoft Windows Server 2012 / 2016 administration Microsoft Windows 7 though to Win 10 installation and troubleshooting Microsoft Office 2007-2019 / Office 365 / Windows 365 installation and troubleshooting Cisco IP Telephony / VOIP Account specific application installation and troubleshooting Microsoft Outlook installation, administration, and troubleshooting Basic network troubleshooting using ping, tracert and other command Printer troubleshooting and management. Remote access. 3-5 years of experience in a technical support or help desk role. Soft skills Team player Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Exceptional written and oral communication skills. Ability to deal professionally with users. Ability to communicate technical information to none technical users Outstanding troubleshooting skills Good time-management skills Ability to multi-task Strong documentation skills. Proven analytical and problem-solving abilities. Highly self-motivated and directed. Keen attention to detail. Ability to work on own initiative and without constant supervision. Show more Show less