End User Support Associate

Full Potential Solutions

Pasig City, Metro Manila
Permanent
Full-time

1 month ago

Job Description:OverviewFull Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.Our Core Values:

Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!The End User Technology Services Associate must have at least the basic knowledge of IT systems, applications, and software.
ResponsibilitiesMain:

IBX/Office Expansion Support
Executes against documented plan
Orders and installs new equipment
Resolves issues and/or escalates issues to manager or IBX construction/project manager
Travels to sites, as necessary

System 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 userTicket 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 station, and/or other peripherals

Qualifications

1+ year(s) of related work experience supporting IT systems, applications, and softwares
Associate's degree preferred
A+ and MCDST certification preferred, but not required
Knowledgeable in Windows and Mac OS (hardware and software)
Had prior experience in procurement and management of IT assets
Amenable to shifting schedule and working onsite as needed

Full Potential Solutions

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