Total 8 help desk specialist job vacancies in The Philippines

Who are we looking for?

The Desktop Support Engineer be part of a highly technical engineering team responsible for architecting and delivering solutions. This role will be a unique blend of hands on delivery, solutions design and architecture. The IT Specialist’s role is to ensure proper computer and software operation and to assist end users when problems occur, so that end users can accomplish business tasks.

This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. These include

Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on Help desk assistance.

Job Responsibilities

• Help Desk Requests
  • Field and prioritise requests from end users in a prompt and courteous manner
  • Work to resolve them.
  • Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource.
  • Track and document the Help Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Perform Root Cause Analysis for Help Desk requests.
  • Apply diagnostic tools to aid in troubleshooting as and when required.
  • Perform post-resolution follow up to ensure user satisfaction and proper problem resolution.
  • Hardware and Software
    • Learn appropriate software and hardware utilised by TSA. This is inclusive of but is not limited to
      • MS Office applications
      • MS Operating environments
      • Software packages
      • Business Systems
      • PC desktop and laptop hardware
      • Mobile devices
      • Digital and VoIP telephones
      • Video conferencing systems
      • Local area network devices
      • Perform preventative maintenance of various computer equipment, printers and peripherals.
• Other duties as required.
• Assisting Systems or Database Administrators with IT requests, as and when required.
• Assisting the Facilities Manager with co-ordinating the installation and maintenance of IT related office facilities.
• Suggest improvements to processes and systems as necessary.
• Assist team members with tasks as required and outlined in the Project Scope.
• Complete assigned tasks in accordance with the approved Project Plan.
• Service Delivery
• Solutions are implemented to production meeting the Zero Business Impact Principle.
• Services delivered are within the timeframes stated in the Service Catalogue.
• High availability and Reliability are always at the forefront of our mind
• Project Delivery
• Ensure that Projects delivered are robust and meets production standards with zero business impact.
• Risk Management
• Operational risk is managed and we deliver to the agreed outcomes and timeframes.
• Financial Management
• Act like it’s your own business ensuring best value for dollar spent for TSA.
• Team
• Work to the one TSA principles being outcome focussed and collaborative.
• Treat colleagues with respect as you would like to be treated.
• Take into consideration all the factors that might affect information security.
• Ensure that the security equipment must be installed at the precise network location.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.
• Reporting the security analysis of findings
• Maintaining the regulatory systems about ISMS policy (Information System Management Systems)
• Recommend modifications in legal, technical and regulatory areas that affect IT security.

The Employee Engagement Specialist is a vital role in the company. The role ensures committed and energetic employees through various employee activities, employee retention initiatives and open communication line. He/She serves as one of the channels for employees to communicate with the Management.

• Proposes creative ideas to improve center engagement through services, events and activities.
• Develops, plans and executes activities/events to create high impact employee engagement within a defined budget.
• Facilitates, organizes, sets up, and tears down company events, parties, and activities
• Encourages employee participation and attendance at events
• Proactively handles any arising issues and troubleshoots any emerging problems at events.
• Gathers feedback through post event and periodic surveys
• Evaluates, analyzes and adjusts the course of action as needed based on post event surveys.
• Conducts periodic forums with employees and reports results of the same to the HR Business Partner
• Attends to individual employee concerns/grievance and elevate the same to the HR Business Partner and HR Manager
• Supports all centre incentives or client hosted themed days.
• Serves as point of contact with employees for engagement concerns
• Calendars and implements employee activities
• Assists the HR Business Partner in developing and implementing Employee Rewards and Recognition Programs
• Manages and utilizes TSA email ‘Manila Employee Engagement’ for internal communication;
• Reviews the submitted monthly reports on attrition, tardiness and absenteeism and proposes action plans to address the same
• Does periodic benchmarking on compensation and benefits packages across all levels
  • Assists HR Business Partner in the standardization of compensation and benefits packages, incentives
• Assists the HR Business Partner in collaboration with the Training and Development Department in developing and implementing a Career Planning/Succession Planning Program
• Assist in upskill training, employee improvement, leadership development, and continuing education as needed
• Assists the HR Business Partner in developing and implementing Employee Rewards and Recognition Programs
• Assists the HR Business Partner in the conduct of Job Evaluation and job levelling
• Ensures timely conduct of annual Performance Management System
  • Sends out notification to and coordinates with Supervisors and Managers of employees on the annual performance appraisals of regular employees
• Assists the HR Business Partner and Operations Manager on all corporate communications
• Submits weekly reports to the HR Business Partner
• Creates, Maintains and adheres to Major Event Operation Plan.
• Submits event reports including survey results and wins/losses with any actions needed for future events. 
• Maintains annual/bi-annual calendar of employee activities with events charted and planned out well in advance.
• Perform other duties as directed by the HR Business Partner

Responsibilities 

Our Customer Communication & Engagement Specialists are responsible for ensuring an outstanding service experience across our Social Media channels, for customers interacting with us in a private message. Timely, easy and personal service is the goal, striving for first contact resolution for all interactions. Social is a channel we want to build on and grow, offering customers more options to obtain service from us. Typical enquiries include: 

Respond and resolve customers concerns to ensure a balance between optimum outcomes for the customer and the business in accordance with brand values, company standards and service levels. 

Ensure an efficient service experience that is personal and empathetic, striving for first contact resolution and a reduction in repeat contact – solve the customers enquiry first time round! 

What will a normal day look like? 

• Working with other departments to achieve a resolution 
• Receive and assess customers queries across all Social Media channels 
• Understand the customers concerns to determine the most appropriate approach for resolution 
• Making decisions based on customer enquiries and intercept any potential issues 

We are looking for a Recruitment Specialist to support our continued growth by identifying talent, confidently and knowledge equipped in managing stakeholders, contributing to Recruitment's development and much more.

You may be who we need! 

What will a Day in the Life of a TSA Recruiter look like?

You will be responsible for executing TSA's talent acquisition strategy for our front-line teams. This involves utilising your expertise in high volume recruitment to identify, attract and retain high potential talent to optimise the centre's performance and culture. As the first point of contact for all prospective employees, you will be responsible for creating a positive candidate experience and a seamless onboarding journey. In addition to owning the full end to end recruitment life cycle, as a member of the broader People team, the Recruiter is integral to promoting and continuously improving TSA's Employer brand.

Our Recruiters play a pivotal role in attracting the right talent across our frontline programs. This involves screening candidates from adverts responses, interviewing and assessing their capabilities against specific program requirements and offering them an opportunity to join TSA Group and start their career journey.

Provide technical leadership and guidance in the design and delivery of highly scalable fit-for-purpose customer engagement and back-office process solutions, architecture, technologies, and governance. Additionally, this role will lead the construction of a combined ecosystem of traditional on premise and cloud platforms.

Technologies Used

• Golang
• Python
• Postgresql
• AWS Cloud

The Employee Engagement Specialist is a vital role in the company. The role ensures to create an excellent employee experience through various employee activities, employee retention initiatives and open communication line.

S/He serves as one of the channels for employees to communicate with the Management.

We are looking for a Recruitment Specialist to support our continued growth by identifying talent, confidently and knowledge equipped in managing stakeholders, contributing to Recruitment's development and much more.

You may be who we need! 

What will your normal day look like?

The Recruitment Specialist is responsible for the full recruitment life cycle which includes, but is not limited to - Talent Acquisition, Full On-boarding Life-cycle, Sourcing, Screening, Test administration, Management of Retention and Attrition, Market Research for further growth and alignment.

We need someone who is:

• Driven in achieving goals and targets
• Analytical in actions ensuring all bases are covered
• Culturally aligned to our TSA Ways
• Able to work independently and with a group of high performing individuals 
• With excellent interpersonal and management skills that allows for collaboration, candidate and stakeholder management skills
• Resilient and able to operationalize criticism and recommendations

This role is an important part of our Quality Assurance process, and aims to ensure that all sales and operational staff represent TSA and their Clients in a manner that is compliant with internal standards, as well as individual client procedures and legislation.

What will a normal day look like? 

• Review of voice recordings or data sets as per the quality assurance schedule and brief.
• Assessment records completed via approved assessment methods
• Reports all identified opportunities via approved feedback methods and process
• Escalation of high severity non-compliance completed for all instances
• Accurate information reported
• To perform any other related tasks which may be necessary from time to time