IT Support Help Desk Advisor

Introduction

The IBM IT Support organisation is transforming how we provide Help Desk services. We are looking for talented help desk advisors to join a team in Manilla.

Your Role And Responsibilities

The IBM IT Support organisation is transforming how we provide Help Desk services. We are looking for talented help desk advisors to join a team in Manilla.

As a passionate, talented advisor, and integral part of this support team you will deliver a premium support experience for our end users. Customer satisfaction is your key focus, and you will be a significant contributor in delivering IT Support that will delight our IBM Users. As one of the first to join this exciting new team of collaborative and customer focused advisors, your goal will be to deliver excellence in solving end user problems.

As a creative problem solver, you take pride in the service you deliver. You can quickly determine what help a colleague needs and how best to deliver it, adapting the technical guidance required to the technical skill of the user needing support. You'll be comfortable in technical environments and quickly be able to analyse complex multi-system issues. Sometimes you'll need to build great relationships with colleagues to help achieve a resolution, but you'll maintain that first contact point relationship until the customer is happy, and issue is resolved.

This role requires someone who has superb communication, collaboration and problem-solving skills, can multi task and who is an active listener with the flexibility to modify approach and adapt to customers' needs.

Preferred Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• Extensive Windows / Mac / Linux experience professionally and/or personally
• Extensive professional troubleshooting expertise
• Customer experience and service focus
• Experience in successfully interacting with customers
• Proven problem-solving skills
• Fluent in written and spoken English
• Must Be Amenable to work in a full return to office set up in Quezon City (Rotating shift)
  
  

Preferred Technical And Professional Experience

• Strong operational knowledge of Windows, Red Hat Linux, MacOS, and iOS operating systems
• Expertise with O/S application programs, system diagnostics and local/remote support structure.
• Experienced support desk representative
• Experience supporting Outlook, MS Office, MS Teams, OneDrive, Box, and Windows.
• Knowledge of system configuration, physical and network connectivity.
• Windows or Mac Technical Certifications