Helpdesk Team Lead

Schedule: Monday - Friday (07:00 AM - 04:00 PM PHT) What are we looking for? Skills Required: Good stakeholder management and negotiations skills. Good people skills and ability to show empathy. Good organisational skills with the ability to manage multiple tasks simultaneously. ​Strong communication skills to effectively interact with employees at all levels. ​​Experience with ticketing systems, knowledge base articles and MS Office 365. ​Background in support or hospitality preferred. What will you do? Incident Triage & Resolution Provide guidance and training to Helpdesk team and adhere to KPIs/SLAs. Escalation for all departments as it relates to the Helpdesk. Knowledge-Based Resolution: Solve queries (IT/HR/Payroll/etc) using standard documentation for "One-Touch" fixes. Ticket Ownership & Escalation: Reassign undocumented issues to specialized Resolver Groups. Proactively follow up with departments to ensure tickets are closed within SLA; keep employees updated. KB Maintenance: Identify knowledge gaps and help document new solutions for the shared repository. Operational Support: Perform data entry and administrative audits during off-peak hours. Join the awesome team and enjoy these benefits & perks: Medical, Dental Coverage and Life insurance from day 1 of employment Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) Competitive salary package and annual appraisal Financial Assistance Program Mandatory Government Benefits and 13th Month Pay Complimentary Sleeping Quarters, Coffee at no cost Complimentary Office Fitness and Wellness Facilities at no cost Regular Company Events, Work Life Balance, and Career growth opportunities Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA JOIN CONNECTOS NOW! ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. #ConnectOSCareers #JoinConnectOS #ConnectOSTech Equal Employment Statement Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.