Company Description
Who are we?
TSA Group has been an industry leading Contact Centre services provider for more than twenty years. We have built and continue to build and operate several state-of-the-art contact centres both in Australia and overseas. Our engineering team is building a next generation CX (contact experience) platform that will be rolled out to our customers and used within our own contact centres as well as to the broader Australasian and global contact centre technology market.
What can you expect from us?

• Competitive Salary package
• Hybrid (Work from Home & On-site)
• Rotational roster (Day to GY)
• HMO coverage with free dependent
• Life Insurance Coverage
• Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
• We promote within the company! Look no further to take the next step in your career
• Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
• 5 Full time roles

Job Description
Who are we looking for?
We are looking for a competent IT Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business. The ideal candidate will be a IT Help Desk Technician that is a professional and provides technical support and assistance to internal IT customers, whether on the phone or in person.
What will you do?

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Communicate effectively to gather appropriate information regarding computer related problems
• Make timely decisions about the most efficient solutions to issues
• Coordinate with internal departments and external service providers to ensure solutions
• Install, format and maintain desktop and laptop computers
• Run repairs and replacements on computer hardware
• Set up, test and troubleshoot local and remote wireless access and network connectivity

Qualifications

• Proven experience as a help desk technician or other technical support role
• Tech savvy with working knowledge of office automation products, and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• Problem analysis
• Problem-solving

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• Terms & Conditions Apply

Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300