IT Helpdesk

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What can you expect in an IT Helpdesk role with TaskUs: 

Think of yourself as someone who will act as a single point of contact via phone call, email, chat and tickets from staff regarding IT issues and queries, and provide first-line investigation and diagnosis. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being an IT Helpdesk. 

Imagine yourself going to work with one thing on your mind: that you want to demonstrate positive customer service orientation resulting in high customer satisfaction ratings. As you tackle your new tasks for the day, you know that it comes down to one thing: that you must ensure a quality service in accordance with departmental standards and guidelines.

Key Responsibilities:

• Provide 24/7 first level of support for all IT-related issues 

• Monitor and manage phone, email, chat and ticket queue 

• Receive, log, validate and diagnose issues/requests – on the full range of products and services offered, applying agreed SLAs leveraging standard tools, platforms, and processes

• Escalate tickets that cannot be resolved to appropriate support functions following agreed SLAs 

• Manage communication with users and stakeholders – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. 

• Assist with incident management, focused on establishing immediate communication between Incident Manager and end-users in gathering relevant details 

• Document new processes into knowledge base articles 

• Other duties as needed or required 

Required Qualifications:

• At least 1 year of Helpdesk and/or call center experience 

• Confident in English writing and oral communication skills to all audiences 

• Extremely organized and has an excellent ability to communicate and solve problems

• Ability to work in a fast-paced environment with dynamic priority evolution

• Excellent customer service with a strong sense of urgency 

• Has a can-do attitude and strong attention to detail 

• Willing to work on a rotational shifting schedule 

• Skilled in utilizing ITSM ticketing systems and Network Management Tools is a plus

Education / Certifications:

• Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience. 

• ITIL qualification and MCP certification are also preferable but not required

Work Location / Work Schedule / Travel: 

• Onsite in Imus, Cavite

• Rotational Shift

• Must be amenable to start ASAP

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.