JobPost Career Portal

IT Helpdesk Associate

Posted as of: Wednesday, September 10, 2014

Status: Archived


Number of available position(s):  10


Duties and Responsibilities:

  • Provide a professional and efficient customer support/service function for all Sykes Clients/Account Team across all Sykes Manila Centers to resolve their problems.
  • MS Exchange Server administration -  mailboxes, folders, distribution groups, calendaring, etc.
  • Avaya PABX administration -  authorization code access, etc
  • Cisco switches administration -  change vlan, proxy settings, etc
  • Manages IT Helpdesk Newton Tool for Request and Incident Management within the SLA
  • ATM and PABX (call routing equipment) troubleshooting
  • Network Troubleshooting (internet, intranet, clients tools, Newton tool, etc
  • Server Troubleshooting (MS Exchange, File/Printer, SAV, etc)Basic database troubleshooting
  • Windows OS/Office applications software and hardware troubleshooting
  • Password reset, VISP/VPN Connectivity issues, Remote user support
  • Client Tools connectivity troubleshooting and support (Across all Sykes Manila Sites Accounts)
  • Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.
  • Handles multiple critical issues.
  • Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists and Engineers) in resolving issues received thru Helpdesk.
  • Provides first-call resolution (phone) support to users by offering set solutions to problems.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Able to efficiently close tickets assigned to Tier 1.
  • Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set.
  • Responsible to update the customers and end users thru phone, email about the status of the issue/request until resolved.
  • Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled.
  • Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures.  Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.
  • Escalate/Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk and Sykes Corporate IT.
  • Other similar tasks not otherwise specified


  • University Degree or the equivalent
  • At least 6 months IT experience
  • Experience with Windows 98/2000/XP, Windows Office applications
  • Experience in Telephony, PABX, CMS, Allcas systems
  • Experience in MS Exchange servers, file/print servers, SAV server
  • Experience in Cisco switches/routers
  • Problem solving skills and excellent customer service skills
  • Technical Support experience from a call center environment is an advantage
  • This position is Open to fresh grads with extensive OJT experience


Analytical, Good Communication (listening, verbal, written), Computer/Technical Literacy, Adaptability/Flexibility, Fast Learner

Work Location:
Mandaluyong City

Interested to apply? Send your application letter and CV to:

Contact Person

View more jobs...

Names and logos are either trademarks or registered trademarks of their respective companies.

The PUP JobPOST is provided free of charge to PUP student and alumni job seekers. All hiring and compensation for work performed by student employees is handled directly between the student and the employer. The Career Development and Placement Office (CDPO) does not perform background checks on students applying for jobs, nor on employers posting job opportunities. Employers and students are encouraged to request reference information from each other as needed to establish qualifications, credentials and overall fit between the employer and the student applicant.

All job listings are posted at the discretion of the CDPO. We will not post jobs that appear to discriminate against applicants on the basis of race, color, religion, creed, age, national origin, veteran status, sexual orientation, disability, or gender. The CDPO also reserves the right to refuse to post jobs that do not support the interests of the University. The CDPO makes no particular recommendations regarding employers. We make no representations or guarantees about positions posted by this office. We are not responsible for safety, wages, working conditions, or any other aspect of off-campus employment.

Job listings are checked for their validity and accuracy. However, given that situations change rapidly in the marketplace, we do not and cannot guarantee that openings listed through PUP JobPOST will still exist, as posted, at the time of inquiry. CDPO makes no representation or guarantee about positions listed and is not responsible for safety, wages, working conditions or other aspects of employment. It is each individual’s responsibility to thoroughly research the integrity of each organization to which he or she is applying. The student should take all care and use common sense and caution when applying for or accepting any position

Students are urged to perform due diligence in researching employers when applying for or accepting private, off-campus employment. CDPO staff members are available for consultation on how to research prospective employers.

For additional information regarding this disclaimer, contact the CDPO at (+632) 714-0593 or (+632) 716-7832 to 45 local 340.

View more job postings...

Share this page: