IT - Service Desk Specialist

Employment Agency:  BSA Solutions Inc. 

Job Title:  IT - Service Desk Specialist
Location: FLB Corporate Center - Archbishop Reyes Ave, Cebu Business Park, Cebu City, Cebu 6000
Gross Monthly Salary:  PHP 35,000 - PHP 50,000 (depending on experience)

Work Arrangement:  Office Based

Work Schedule: Monday to Friday, 10:00pm to 7:00am (Philippine Time)

About Woodgrain:
Woodgrain is one of the top millwork operations in the world, with locations throughout the United States and Chile. With 70 years of quality manufacturing craftsmanship and service, Woodgrain is a top producer of mouldings, doors, and windows, as well as a premier distributor of specialty building products. Woodgrain Inc. is headquartered in Fruitland, Idaho with six divisions and over 45 manufacturing and warehouse facilities in the United States and South America. Since 1954, Woodgrain is proud to be family owned and operated.

Job Summary:
The Service Desk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket. 

• Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
• Communicate with users to collect information about initial problem being experienced. 
• Provide general assistance to troubleshoot routine issues through use of department policies and procedures. 
• Escalate and route tickets throughout various IT departments as applicable for resolutions. 
• Document and track information for tickets within the IT Service Management Software. 
• Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department. 
• Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department. 
• Contribute to the accomplishments of the department metrics, SLAs, and goals. 
• Provide technical solutions and support knowledge to the IT Knowledge Base and department policies. 
• Escalate and route tickets throughout various IT departments as applicable.

Requirements:

• High school diploma or equivalent is required. Continuing education degree preferred.
• At least 1 year of relevant work experience in a technical support/customer service focused position (i.e., call center, technical support desk, IT help desk, customer service representative, etc.)
• Previous experience with IT Service Management tools in a similar role, cloud based system experience is preferred. 

Additional Skills:

• Comfortable working in a fast-paced environment with little to no issue dealing with multiple tasks at one time.
• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person.
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy.
• Strong analytical, troubleshooting, problem-solving, and root cause analysis skills.
• Commitment to quality and achieving results that are oriented to detail and task completion.
• Ability to effectively communicate in English, both verbally and in writing. Additional languages preferred. 

Physical Demands:
The physical demands and work environment are representative of a typical office environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. The employee must occasionally lift or move up to 25 pounds.

Travel:

This position does not require travel to other Woodgrain locations.

Applications will be accepted until the position has been filled

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