Tech Helpdesk Officer

Job Mandate
Primarily responsible for providing excellent service and assistance to all technical related inquiries, requests, problems, and
concerns of all Contact Center teams, officers, and management. Provides timely and quality handling of inquiries, requests,
problems, and concerns received via phone call or text, Viber, MS Teams, and corporate email. Responsible for incident handling,
ticketing, and first level checking/fixing. Monitors and report status of all scheduled support activities and projects.

Duties and Responsibilities
1. Handle all technology related inquiries, requests, problems, and concerns of all CCC teams.
2. Acknowledge all incidents and problems escalated to Technical Support team.
3. Open incident/problem tickets, assign technical personnel, follow-up open tickets, and close incident/problem tickets.
4. Escalate/Report major issues or problems to CCC Head, Technology & Support Head, CCC Technology Section Head, and
Technology Operations Manager to facilitate resolution.
5. Report/Escalate/Coordinate incidents, problems, and concerns of any CCC teams/personnel to IT Support and Helpdesk teams.
6. Submits required reports and documentation to immediate superior related to inquiries, requests, problems and concerns
received.
7. Complies strictly with the bank’s standard policies, procedures and guidelines in the performance of day-to-day tasks to meet
agreed KRA/KPI targets and quality standards at all times.
8. Monitors and report status of scheduled activities and/or projects.
9. Upkeep and maintains an organized workstation, office equipment, office supplies and tools.
10. Performs other duties that maybe assigned from time to time.

Minimum Qualification Requirements
Education Bachelor’s degree relevant to the job
Work Experience
 At least with technology background and/or contact center experience.
 Experience in banking industry is an advantage.
Knowledge Area
1. Customer service.
2. Technical and computer literate.
3. Knowledge of techniques and tools.
Skills 1. Problem Solving and Decision-making skills.
2. Excellent Communication Skills (verbal and written).
3. Working knowledge of Windows desktops (i.e. Windows 10) and server operating
systems (i.e. Windows Server 2008).

4. Knows how to troubleshoot problems involving Data networking (i.e. LAN/WAN),
Voice/Telephony systems, Video systems, productivity suite programs (i.e. MS
Office, Open Office and Libre Office), and various email client programs (i.e. Lotus
Notes and MS Outlook).
5. Adept in setting-up and configuring PC applications including various peripherals
and knows how to perform 1st level troubleshooting.
6. Good customer service orientation.

Personal Attributes
1. Learning agility
2. Professionalism, Personal Credibility and Personal Integrity
3. Flexibility and adaptability
4. Stress Tolerance
5. Teamwork and Collaboration
6. Initiative and Resourcefulness
7. Customer Focus
8. Excellence in Execution
9. Detailed and results-oriented
10. Hard working
11. Values integrity/credibility
12. Adaptable to changes

Others
1. Must be fit and proper for the position, and in this regard, the following shall be
considered:
a. Integrity/probity,
b. Physical and mental fitness,
c. Competence,
d. Relevant education and financial literacy training,
e. Diligence, and
f. Knowledge/experience.
2. Must be a member of good standing in the relevant industry, business or professional
organization.
3. Must have the ability to breakdown complex problems and provide alternative solutions.
4. Must have the ability to embrace change and work comfortably in a fast-paced,
multi-cultural, matrix environment.
5. Must be capable of expressing him/herself clearly and succinctly in speech and
writing; communicating in a focused and compelling way that captures and holds
others’ attention.
6. Must be willing and able to adjust to shifting schedules and if necessary, work locations.
7. Must understand and support the Bank's objective to meet Service Levels, which
entails the employee's willingness and ability to do overtime when the need arises
8. Must be willing and able to take on work that may fall outside of their normal responsibilities,
expand their skill sets, and explore new avenues for professional
growth.
9. Must strongly believe, support, and embody the Bank's mission and vision of providing
the best service to all our customers.