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| Company: |
360training |
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| Job Title: |
Help Desk Technician |
| Job category: |
Education |
| Job Location: |
Manila - Philippines |
| Job Description: |
360training (Austin, TX) services over 1500 e-learning partners who together have trained more than 3 million users worldwide. Their integrated strategy of technology, content and service helps organizations and professionals in a wide range of industries best manage career, compliance and certification needs. Ranked as the 6th fastest growing tech company in the 2006 Deloitte and Touchι Fast 50, 360training`s customers include industry leaders Guaranty Bank, IBC, Trammell Crow Company, Centex Homes, Duke Energy and more. ]
We are searching for a Help Desk Technician to assist in our newly forming Philippines office.
The Help Desk Technicians role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities:
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
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.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Develop help sheets and frequently asked questions lists for end users.
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Skills Required:: |
Position Requirements:
College diploma or university degree in the field of computer science and/or [1+] years equivalent work experience.
Knowledge of basic computer hardware.
Experience with desktop and server operating systems, including MS Windows.
Working knowledge of a range of diagnostic utilities.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Please send applications to careers@360training .com |
Language Requirements: |
English-Good |
| Employment Type: |
Full Time |
| Yearly Salary: |
20000 USD |
| Posting Date: |
2009-03-09 |
| Level of Education: |
Tech School |
| Years of Work Experience: |
1 to 2 Years |
| Job also available in: |
Makati, Manila |
| Company: |
360training |
| Contact Name: |
Penny Wilson |
| Contact Phone: |
5125392727 |
| Preferred Method of Contact: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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