Helpdesk Coordinator - Philippines, Central Visayas, Pilipinas - Benchmark 365

Paglalarawan

Job Highlights

• Comprehensive job training and IT certification path – grow your career.
• Above market salary package and benefits
• Fun, friendly and collaborative office culture a minutes' walk from Ayala
• Exceptional culture. A++ company morale score.

We are on the lookout for Helpdesk Coordinators to help oversee our global team of system administrators as well as interface daily with our business Partners in the USA, Australia and the UK.

You're a highly detailed, carefully organized individual who enjoys dealing with people and solving problems. You like to be prepared and keep people up to date and informed at all times. Your ability to multi-task and build rapport with stakeholders makes you an exceptional coordinator.

And you're a...

• Quick thinker
• Fluent in verbal and written English
• Strong customer service oriented individual
• Expert at time management
• Microsoft Office intermediate user
• Fast learner

About the role

Benchmark 365 is the fastest growing outsourced helpdesk for managed service providers (MSPs) and IT service providers (ITSP) worldwide. We're an Aussie 'tech-centric' company at the forefront of cyber security, AI, business productivity and networking. Our global clients rely upon us to deliver exceptional customer service and world class technical support.

We're looking for Helpdesk Coordinators to drive the service desk ensuring both customers, partners and technicians are kept in the loop at all times.

You'll be responsible for:

• Building rapport and relationships with end users and technical personnel
• Understand the nature of each task and assigning to the correct team or group
• Managing customer expectations and ensuring deadlines are met
• Identifying in scope versus out of scope work and escalating accordingly
• Staying in routine contact with end users via telephone, email and chat
• Monitoring queues, scheduling and re-scheduling work according to demand
• Maintaining a high standard of service and communication with those around you at all times

Minimum Qualifications and Experience

• A background in service desk coordination or service desk management or a coordination role such as a virtual / executive assistant or project coordinator or assistant (2+ years experience) OR;
• Experience in customer service – even outside of an IT context – dealing with customer issues (2+ years experience)
• Experience coordinating teams or groups of people if not in the workplace then at school or university
• A bachelors degree in Information Technology or related field is preferred, alternatively an associates degree or diploma
• Experience with a ticketing system platform such as Jira, ServiceNow, FreshDesk, ConnectWise, Autotask, Halo, Remedy or other similar platforms
• Ideal completion of training or certification in the Microsoft Office productivity suites

Note: Apply only when you are from Cebu and willing to travel in our onsite office located at Philamlife Center Building, Cebu City