Helpdesk Analyst null

About Emapta

Emapta is a premium outsourcing company providing offshore staffing services with expertly sourced and immediately accessible talent that aligns with your operational standards, brand, and culture.

Your role

Job description

As a Helpdesk Analyst, you'll be the first line of assistance for customers navigating hardware, software, network, and other technical and non-technical issues. Your primary responsibilities include providing over-the-phone, email, and chat support, diagnosing and resolving customer issues, and maintaining a record of all requests.

What awaits you in this role?     

• Act as the initial point of contact for customers seeking assistance with hardware, software, network, or other technical and non-technical issues.
• Provide support over the phone, email, and chat.
• Identify, diagnose, and resolve all customer issues by employing documented troubleshooting items, including a knowledge base, previously reported issues, colleagues' experience, or connecting the customer to an escalated level of support to resolve their issue effectively.
• Utilize screen sharing and remote-control tools to properly assess, gather, and evaluate the customer's reported issue.
• Accurately document all customer requests, including detailed information about the reported issue. Help Desk Analysts are expected to provide precise, descriptive, and comprehensive information in all tickets to effectively relay information back to the customer or other support team members.
• Maintain consistent and reliable attendance.

Training & development

To help their staff grow further in their careers, they offer ongoing training and professional development, individual coaching and mentoring, cultural and communications training, and exposure to world-class leadership and technology.

Compensation & benefits

Employees can expect the following benefits include:

• Competitive salary
• HMO on Day 1
• Prime office location
• Standard government and Emapta benefits
• Upskilling: Emapta Academy
• Diverse and supportive work environment
• 30 days annual leave
• Opportunity to work with a talented team and make a real global impact
• Salary: Earn Php40,000 to Php45,000

Career progression

Emapta empowers employee career progression by offering diverse opportunities, mentorship, and skill-building initiatives. This cultivates a dynamic workforce, drives professional growth, and ensures long-term success for both individuals and the company.

Work-life balance

Because the best people deserve only the best treatment, they treat their staff like family – a value that is truly Filipino. Whether in the office or working from home, the benefits, well-being programs, and values they promote encourage a healthy balance of work and life.

Company culture

The welfare and best interest of their staff will always be at the core of everything they do. You see, their entire business model relies on their ability to attract and retain the most outstanding talent.

About you

What’s required to get hired?

• College Degree or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multitasking skills, and patience are essential for a Help Desk Analyst's success.
• Dependable team player who collaborates and cooperates with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position's responsibilities.
• Consistently display the utmost professionalism with team members as well as end-users.
• Ability to excel in a high-paced and sometimes stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution is found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while posing pertinent questions.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills, with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on research results.

Here’s an overview of your future role:

• Employment Type: Full-time
• Shift: Night Shift, Shifting
• Work Setup: Onsite, Makati

How to apply

To submit your application for this position, please click the "Apply on employer site" button located on this page, and then proceed by clicking the "I'm Interested" button.

Source/s:

• emapta.com
• youtube.com