Customer Service Associate (Helpdesk) | Philippines

Peak Support is looking for talented Customer Service Associates to join their team. The role involves providing first-level IT support, managing user accounts, and ensuring smooth communication and coordination between departments.

Responsibilities:

• Provide first-level support for account access, password resets, and login issues
• Manage user account setups, permissions, and group assignments
• Maintain shared drives, email distribution lists, and collaboration tools
• Support employee onboarding and offboarding from an IT access perspective
• Coordinate requests for new or replacement equipment
• Provide basic troubleshooting and maintenance for laptops, peripherals, and software applications
• Log, track, and resolve IT tickets in a timely and professional manner
• Assist with hardware configuration, installations, and updates
• Monitor IT help channels or ticket queues and respond to user requests promptly
• Collaborate with HR, Admin, and other departments to ensure smooth employee setup
• Support system access requests, software installations, and minor network troubleshooting
• Communicate clearly with employees regarding issue status and resolutions
• Escalate complex technical issues to higher-level IT support or system administrators
• Support the purchase or assignment of system licenses and software tools
• Assist in maintaining IT documentation and access inventory records
• Contribute to system and process improvement initiatives within the IT department

Requirements:

• Proven experience in IT support, helpdesk, or technical assistance roles
• Solid understanding of computer systems, mobile devices, and general IT operations
• Familiarity with remote desktop applications and basic networking concepts
• Excellent communication, problem-solving, and multitasking skills
• Strong attention to detail and a commitment to delivering excellent service
• Versatility in managing inquiries via email, chat, phone, and other platforms
• Proficiency in Microsoft Office applications, with at least average skills in MS Excel
• Commitment to completing all required initial training
• Willingness to work on shifting schedules, including weekends and holidays