IT Helpdesk L3 – Urban IT

Day Shift
BGC Taguig

As a Helpdesk team member, you are responsible for the handling escalations from the team. This relates to all technology, to include: workstations, servers, tablets, printers, phones, networks, vendor-specific hardware, software, and general administration tasks.

Primary Job Functions

  • Act as the first point of escalation by the team for user/client-relation issues or queries and act as a liaison to another IT.
  • Provide management with support by recommending the system and process improvements to enhance quality service extended by the team to the users.
  • Ensure that the team monitors and updates issue/call tracking systems established for Helpdesk services, ticketing system
  • Utilise telephone, email and internal systems to provide technical support to customers and fellow staff.
  • Efficiently and accurately record customer interactions in the CRM
  • Follow internal policies and procedures to facilitate and maximize outcomes for the customers
  • Manage escalated unresolved tickets to appropriate support specialist or service group and take ownership
  • Provides support in supervising the day to day activities of the team and ensure to meet service delivery requirements
  • Assist in the Orientation, induction, and training of New Hires
  • Ensure Service Level Agreement and Standard Operating procedures are met.


Additional Tasks and Technologies involved in the process

  • Extensive Knowledge in Active Directory Administration
  • Sound knowledge of Backup technologies (Symantec, Veam,Veritas, Storage Craft) – at least one.
  • Extensive knowledge in Office 365 Administration (Configuration of Mailboxes, Groups, Shared Mailboxes and Permissions)
  • Expert in Exchange Administration (Configuration of Mailboxes, Groups, Shared Mailboxes and Permissions)
  • Extensive knowledge in server installation and management
  • Strong desktop knowledge, Windows 10 ,8 and 7
  • Strong Microsoft Office Skills
  • More than 4 years of experience operating in an environment with overall delivery model for enterprise IT and a service-oriented
  • More than 4 years of experience developing and publishing services and SLAs
  • More than 4 years of experience in establishing relationships with customers ensuring alignment with the business needs
  • Ensure Incidents are progressed and escalated in accordance with the service targets
  • Directly support the IT Helpdesk team in their technical concerns and escalations
  • Liaise with helpdesk leads and managers on identifying potential trends on major incidents, process improvements, issues or difficult situations
  • Ensure Helpdesk and other client specific processes are always adhered to
  • Provide frontline, technical solutions wherever possible, ensuring customer satisfaction always

Technical Skills

  • Sound knowledge of Microsoft Windows Operating Systems such as Windows 7,8 and 10
  • Sound knowledge of Windows Server 2008, 2012 and 2016
  • Sound knowledge of Exchange 2010, 2013 and 2016
  • Working Experience in Hyper-V & VMware
  • Demonstrate experience with, modem router setup and configuration.
  • Working knowledge of wireless networks.
  • Experience in configuring and maintaining ShadowProtect & Image Manager

Certifications (Good to have but not required)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)
  • ITIL Certified


Job Features

Job CategoryIT, Technical Support
Job StatusFull Time
Job LevelAny
Year of Experience3-4
Working HoursDay Shift
Dress CodeBusiness (e.g Shirts)
Telephone(02) 485 7521


* FREE Daily Meals
* Regularization and Annual Appraisal
* HMO Coverage + 1 Dependent FOR FREE
* Paid Time Offs
* Competitive Salary Packages
* Work-Life Balance
* Friendly and Supportive TGT Team

Company Photos

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