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Deskside Support Technician (for Cebu & Manila)

2 to 4 Years
Established in 2016
11-50 Employees
8th Floor GAGFA Tower, F Cabahug Street, Kasambagan, Cebu City, Cebu
Total vacancies for this job title: 5
Posted On: January 10, 2022
Job ID: 394586

Details

DESKSIDE SUPPORT TECHNICIAN

 

Deskside Support Duties and Responsibilities

While a deskside support technician’s day-to-day duties and responsibilities are determined by where they work, there are many core tasks associated with the role. Based on our analysis of job listings, these include:

 

Offer Customer Service

One of the most important responsibilities that deskside support technicians have is providing personal support services. They must build rapport and obtain problem details from help desk customers. They politely take incoming requests for help from end-users through telephone calls, electronic requests, and work orders.

 

Problem-Solve Computer Issues

Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management system.

 

Provide Hardware and Application Support

When end-users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.

 

Install Software Upgrades

Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.

 

Create and Maintain Documentation

Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.

 

  • Technical support experience – being the primary contact on technical- and service-related problems is the main job of deskside support

  • Familiarity with computer networks – deskside support technicians rely on a basic understanding of networks to solve any data-sharing issues

  • Hardware repair – deskside support professionals fix hardware failures on desktops and laptops

  • Troubleshooting – diagnosing the root cause of mechanical failures using established procedures and deciding on effective resolutions is vital for deskside support

  • Interpersonal skills – communicating in a polite and effective manner with both internal and external clients is essential for successful deskside support technicians

  • Time management – deskside support technicians must work independently and pace themselves in order to multitask and complete jobs successfully

  • Writing skills – deskside support candidates need strong writing skills to clearly respond to help desk tickets and emails

Tools of the Trade

Deskside support technicians work in office environments and are comfortable using the following software on a typical workday:

  • Microsoft Office (Outlook, Excel, Word, and PowerPoint)

  • Help desk ticket management software

  • Desktop operating systems (Microsoft and macOS)

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