Junior End User Support

Location: Mandaluyong (Onsite) Schedule: Dayshift Qualifications:

• 1+ years experience.
• Basic level knowledge of IT such as systems, applications and hardware.
• Associate's degree preferred.
• A+ and MCDST certification preferred

• IBX/Office Expansion Support.
• Executes against a documented plan.
• Orders and installs new equipment.
• Resolves issues and/or escalates issues to manager or IBX construction/project manager.
• Travels to sites, as necessary
• System Audits. N/A End User Support (outside of Tickets, often individual). Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues Software Installations, Packaging and Deployment.
• Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user ticket Triage and Resolution (event, incident, request). Tier 2 ticket triage.
• Resolves high-frequency, low-complexity issues and requests (per list of pre-defined work categories).
• Responsible for equipment reclaims and account terminations.
• Facilitates new hire onboarding, deploys hardware, sets up user desk and ensures a positive employee experience.
• Meets or exceeds 90%+ SLA compliance for ALL user requests.
• Meets or exceeds 85%+ NPS customer satisfaction for ALL user requests or issues, Application Administration. Internal GTS Staff Training.
• Responsible for training contracted offshore helpdesk Hardware Deployment, Installation and Certification.
• Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking stations, and/or other peripherals