Remote Desktop Support Analyst

Your Remote Path to International Impact: Shape the Outsourcing Realm with Us!

Elevate your career in an environment that values what truly counts. We place a premium on not just your professional advancement, but also your personal fulfillment. Experience the exceptional benefit of achieving a seamless equilibrium between work and life, with generous post-shift hours to dedicate to your passions. Become part of a team where your efforts not only propel business triumphs but also enrich the fabric of your own existence. As a Remote Desktop Support Analyst supporting end users with IT-related concerns through all approved channels (i.e. chat, self-service ticket, e-mail, etc.). This role involves diagnosing and troubleshooting software and endpoint issues, offering technical assistance, resolving and/or endorsing to appropriate resolver group for resolution or fulfillment of various IT-related concerns. The Remote Desktop Support Specialist plays a crucial role in ensuring seamless IT operations and high levels of user satisfaction by efficiently addressing and resolving technical problems remotely.

Remote Technical Support: 

• Diagnose and resolve basic technical issues with the use of approved applications and support tools.  
  
• Ensure timely resolution of customer inquiries. 
  
• Document and maintain accurate records of customer interactions and resolutions. 
  
• Collaborate with other teams to escalate and resolve complex issues. 
  
• Follow up with customers to ensure their issues are resolved to their satisfaction. 
  
• Manage remote devices and provide support for remote device management. 
  
• Offer remote support for concerns on laptops and desktops as outlined but not limited to the list below; 
  

• Application issue or installation 
  
• BSOD issue 
  
• Windows update 
  
• Driver updates  
  
• Performance issue 
  
• VPN support 
  
• Anti-virus support or configuration 
  
• Display configuration 
  
• Headset set-up 
  
• Webcam configuration 
  
• Network connectivity issue (LAN/Wi-Fi)
  

• Engage with clients to understand their needs and provide effective solutions. 
  
• Develop and maintain strong relationships with users to ensure their needs are effectively addressed. 
  
• Foster a culture of excellence, customer focus, and continuous improvement among team members. 
  

Requirements

The Skills and Experience to Be a Star Performer:

• Bachelor’s degree in Information Technology, Computer Science, or related field. 
  
• Proven experience in remote desktop support or a similar role. 
  
• Good to Excellent English Communication skills
  
• Experience working in a centralized IT help desk supporting global clients/end-users
  
• Good customer service experience; customer service oriented
  
• Ability to work independently and as part of a team.
  
• Adaptable to different working set-up and dynamics (shifting schedules, onsite and/or hybrid) 
  
• Strong technical skills in troubleshooting software and network issues. 
  
• Proficiency with remote support tools and technologies. 
  

Benefits

Why This Opportunity Is a Career Game-Changer:

• HMO coverage upon regularization
  
• Competitive Package
  
• Prime office locations (Makati City)
  
• Standard government and Emapta benefits
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Total of 20 annual leaves to be used at your discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Why We Stand Out Among the Rest!:

Join Emapta, a company recognized as one of the 'Best Places to Work for in Asia' by HR Asia and 'The Philippines’ Best Employers for 2023.' Our culture of care and empathy, reflected in our 50/50 gender ratio, ensures you'll feel like part of the family from day one. We're dedicated to nurturing talent and providing the tools for your success. Be part of a squad of dream chasers and world changers, showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients, you'll have the opportunity to make a positive impact daily, whether you prefer office-based or work-from-home options. Join us for a 100% virtual recruitment process and let's make magic together!

“Working in Emapta not only provides you the certainty of working with a well-established organisation which nurtures the careers of almost 7,400+ team members – it also places you in direct relationships with some of the world’s leading and most innovative companies.”

Tim Vorbach, CEO

#EmaptaExperience