IT Helpdesk (Pooling) - Manila, Philippines

Location: Philippines, Pasig- Tiendesitas

Job category: Information Technology (IT)


Transcom is looking for talented individuals like you to join our awesome team! Be the next IT Helpdesk for our Transcom Pasig site.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service

Join our Transcom Family as an IT Helpdesk

The role of IT Service Desk Analyst - Major Incidents (SD-MI) is an entry-level IT position. The emphasis in this role is to support end-users and ensure the continuity of IT services at all times in any of Transcom’s sites across Europe, North and Latin America, and Asia according to ITIL standards. The initial role of the SD-MI is to support internal employees on Major Incidents affecting internal or Client Provided Applications. As part of a multinational team environment, the Analyst investigates the reported incidents, assembles and drives the Major Incident team via conference calls/chat, and delivers routine updates and summary reports once the Major Incident is resolved. The Analyst also monitors the status of core infrastructure devices and escalations to third parties will be applied if needed.

Position Summary 
  • Remote resolution of technical incidents reported by end users regarding: 
    o PCs, laptops, printers, network connection, internet access, standard and client applications
    o Standard and client software installation, configuration, and update
    o LAN and email support to end users
    o User management, file access permission management
    o Telecom Agent management 
  • Provide phone, chat, and remote service assistance 
  • Ensure all work is carried out and documented in accordance with required standards, methods, and procedures 
  • Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue 
  • Real-time monitoring of Systems and Network Events and escalation to the proper resource 
  • Maintain daily relationships with IT organisations and Business Customers 
  • Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution 
  • Drafting and sending of internal communications such as but not limited to company-wide status notification summaries. 
  • Creation and submission of reports such as but not limited to Reason For Outage (RFO) documents and handover tasks to the Problem Management team.

What we are looking for:

To be successful in this role you must…

IT Knowledge: 
  • Knowledge in Windows 10, macOS, Windows 2012 Terminal Servers and VDI Environment, Telephony PBX and VoIP phones (Avaya), Network connectivity (MPLS / SDWAN) 
  • Experience with the setup and troubleshooting of hardware and software on Windows and Mac computers in a business environment. 
  • Applicants with Windows services management, security and NT/AD domain models, TCP/IP, Domain Name Resolution, MS Office Application Support, and customer support experience are highly desired. 
  • 2 to 3 years experience in an IT Helpdesk role or an equivalent combination of education and experience. 
  • Proven working knowledge of call tracking systems, remote operational software, and other helpdesk tools. Experience in call centre technology is preferred. 
  • Good verbal and written English communication skills. Knowledge of other European languages (i.e. French, Italian, Spanish, German, etc.) is a plus 

Personal Characteristics 
  • Candidates must possess excellent conceptual and analytical problem-solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal 
  • Must have good verbal and written communication skills and be able to produce technical documentation 
  • Must have good coordination skills, can quickly react, and make good decisions. 
  • Must have world-class customer service skills. 
  • Must be details oriented, able to work and act independently or in a team 
  • Timetable flexibility and initiative

Physical Demands 
  • Rotating shifts, off-hours availability. 

Work Environment 
  • Call centre operations; Temporary Work From Home

What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

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