ICT & Creative Services

Service Desk Coordinator

Job Summary:

We are seeking a proactive and organized Service Desk Coordinator to oversee daily service desk operations, handle support requests, and coordinate tasks across technical teams. This role involves developing a working understanding of key IT infrastructure such as firewalls, routers, and website filtering systems. While the Service Desk Coordinator will not be required to fix these systems, they must be able to understand their functions to provide effective support, escalate issues as needed, and ensure seamless communication between clients and the technical team.

Job Details:

Work from home

Monday to Friday | 8 AM to 5 PM EST

*Following US Holidays

Responsibilities:

• Manage Incoming Service Requests: Act as the first point of contact for clients seeking support; receive, document, and prioritize incoming service desk requests through ticketing systems, email, and phone calls.

• Technical Understanding: Learn and understand basic concepts of IT infrastructure, including firewalls, routers, and website filtering systems, to effectively coordinate resolutions and escalate issues appropriately.

• Coordinate Team Efforts: Work closely with technical teams to ensure timely and efficient resolution of service desk tickets. This includes scheduling tasks, following up on outstanding tickets, and communicating updates to clients.

• Performance Tracking & Reporting: Monitor service desk operations, track performance metrics, and identify common issues to improve efficiency. Provide regular reports to management on ticket trends, resolution times, and areas for improvement.

• Customer Service & Communication: Deliver exceptional customer service to all clients by maintaining clear, professional, and timely communication throughout the support process. Act as a liaison between clients and technical teams to ensure issues are properly addressed.

Qualifications:

• Experience in Service Desk Environments: Previous experience in a service desk, help desk, or similar technical support environment is highly preferred. Familiarity with standard processes, workflow management, and customer service practices is essential.

• Technical Aptitude: Basic understanding of IT systems, with a willingness to learn more about firewalls, routers, and website filtering. The ability to comprehend how these systems function is critical for effective support, though direct technical troubleshooting is not required.

• Strong Organizational Skills: Ability to manage multiple tasks simultaneously while prioritizing and following through to completion in a fast-paced environment.

• Excellent Communication Skills: Clear and concise written and verbal communication skills are necessary for both customer interactions and internal team coordination.

• Problem-Solving & Analytical Skills: A proactive approach to identifying potential issues, offering solutions, and escalating when appropriate.

Preferred Experience:

• Prior experience as a Service Desk Coordinator, Dispatcher, or Queue Manager, with hands-on use of help desk ticketing systems and exposure to basic IT concepts and remote support software.

by Carl Trinidad

Senior Research Analyst

Position Summary:

The Senior Research Analyst identifies, researches, and maintains property-level information including property attributes, space listings, lease transactions, sales transactions, and tenant information about occupancy in a property data set for their assigned metro for both member and non-member commercial real estate brokers, REITS, companies, investors and any entity who requires high-quality real estate data and insights. Data collected is input into the system at a specified pace and at a 96% quality level requiring routine audits of database integrity performed by the team leads and the Senior Research Analysts.

Job Details:

  • Hybrid - Eastwood, Libis, QC
  • Monday to Friday | 6 AM to 3 PM Manila Time

Responsibilities:

  • Collect required fields for all modules located in the system including Property, Leasing, Tenant, Listing and Sales on all available properties in assigned metro through automated processes, telephone inquiry, online research, and other data sources.
  • Extracts information from data sources, according to the specified data plan, and inputs the data into the system.
  • Inputs and/or validates data collected by the Field Research Drive Teams into the software database.
  • Perform routine audits to validate information and ensure consistency of data records in the system.
  • Perform special project duties as assigned and required to support the business.

Qualifications:

  • 3+ years of experience in a fast-paced, data onboarding and curation environment.
  • Knowledge of commercial or residential real estate is preferred but not required.
  • Ability to read and follow a standard city/street map.
  • Ability to navigate the internet efficiently and locate critical data points for property updating
  • Accurate keyboarding skills and minimum 35 wpm typing speed.
  • Customer service, quality written communication, and professional telephone skills.
  • Must be self-directed, with the ability to plan daily, and weekly tasks with minimal supervision.
  • MS Excel spreadsheet skills are highly preferred.
  • Power BI, Python, Java, SQL knowledge and experience a plus

by Carl Trinidad

Senior IT Support Specialist

Position Summary:

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Responsibilities:

  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
  • Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.
  • Develop and lead new user IT orientation, onboarding, and training program.
  • Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
  • Strong sense of ownership and accountability to identify tasks and see them through to completion.
  • Maintains knowledge base and works with management on creating/updating standard operating procedures.
  • Provide guidance and explain policies and procedures to IT support staff and end-users.
  • Schedule and proactively manage regular hardware and software upgrades for employees.
  • Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.
  • Work closely with Supervisor of Support Services on special projects.
  • Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.
  • Design and update IT products or services offering.
  • Install, test and configure personal computer devices, peripheral equipment and software.
  • Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
  • Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.
  • Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
  • Identify and implement improvements to procedures and processes.
  • Actively participate in change control meetings and system maintenance activities.
  • Performs other duties as assigned.
  • Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.
  • Mentor, train, and groom junior members in the support services team

Qualifications:

  • Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.
  • ITIL Processes Knowledge.
  • Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)
  • Capable of leading innovation initiatives, process improvement and standardization within the IT organization.
  • Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment
  • Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
  • Hands on experience setting up and troubleshooting mobile devices.
  • Experience with Endpoint Client Security software.
  • Ability to pay attention to time management, as well as possessing analytical skills.
  • Ability to showcase good leadership skills to carry team members along.
  • Proficient in the English language (speaking, writing and comprehending).
  • Ability to work weekends if needed.

Supplemental Qualifications:

  • ITIL 4 Certification.
  • COMPTIA A+, or Network+, or Security+, or HDI Certification.
  • Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.
  • Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch
  • Help Desk oversight experience.
  • Project management experience.

by Carl Trinidad