Junior End User Support

Location: Mandaluyong (Onsite)Schedule: DayshiftQualifications:1+ years experience.Basic level knowledge of IT such as systems, applications and hardware.Associate's degree preferred.A+ and MCDST certification preferredResponsibilities:IBX/Office Expansion Support.Executes against a documented plan.Orders and installs new equipment.Resolves issues and/or escalates issues to manager or IBX construction/project manager.Travels to sites, as necessarySystem Audits. N/A End User Support (outside of Tickets, often individual). Ad hoc, real-time, EA and employee support to troubleshoot a wide range of issues including but not limited to, hardware and software issues Software Installations, Packaging and Deployment.Responsible for single or individual package deployment and software installations, confirming successful deployment/installation with user ticket Triage and Resolution (event, incident, request). Tier 2 ticket triage.Resolves high-frequency, low-complexity issues and requests (per list of pre-defined work categories).Responsible for equipment reclaims and account terminations.Facilitates new hire onboarding, deploys hardware, sets up user desk and ensures a positive employee experience.Meets or exceeds 90%+ SLA compliance for ALL user requests.Meets or exceeds 85%+ NPS customer satisfaction for ALL user requests or issues, Application Administration. Internal GTS Staff Training.Responsible for training contracted offshore helpdesk Hardware Deployment, Installation and Certification.Responsible for PC and Mac imaging, installation of desktop monitors, phone and docking stations, and/or other peripherals