Quisumbing Torres

Role purpose

To ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, and actively resolving customer requests and escalations from the Global Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

Main responsibilities

• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications
• Own and drive issues to resolution including escalation to specialized resources within the broader IT organization.  Remain engaged on issues until resolution
• Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services
• Participate in improvements as they relate to the on-site IT environment
• Serve as an advocate for the organization’s information security management system. Assist customers to work efficiently within the ISMS framework
• Test fixes to ensure problems have been adequately resolved
• Perform post-resolution follow-ups to customer requests
• Evaluate documented resolutions and analyze for ways to prevent future problems
• Field incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous manner
• Build rapport with customers
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals
• Prioritise and escalate problems (when required)
• Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Understand the essential responsibilities of the position and work continuously to build and improve the skills necessary to be proficient in the role
• Support, operate, and maintain AV equipment for live meetings and events
• Provide support and demonstrate expert knowledge of online webinar tools and applications
• Act as a backup trainer when requested

Technical skills, qualifications, and experience

• Strong Experience in the field of computer science, information sciences, or related field 
• Microsoft MCP desired or other appropriate certification
• Strong knowledge of computer hardware with a focus on workstations and laptops
• Experience with Microsoft Windows 10
• Significant application support experience with Microsoft Office 2016 or higher
• Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to, managing, and resolving support desk tickets
• Experience working in a team-oriented, collaborative environment
• In cases where support needs to be provided in languages other than English, proficiency in English is also required
• Flexibility to work on projects and tasks outside of business hours and on weekends to ensure minimal disruption to the business will be necessary from time to time

ABOUT QUISUMBING TORRES

For 60 years, top Philippine and multinational companies have put their trust in Quisumbing Torres’ global expertise housing a seasoned legal team of more than 60 lawyers focused across different practice areas, industry sectors, and client solutions as a member firm of Baker & McKenzie International. Quisumbing Torres delivers holistic solutions to interconnected challenges. We work collaboratively with our clients, providing the appropriate perspective to inform decision-making while managing risk and gaining access to untapped business opportunities.

Our client base includes many leading local conglomerates, top multinational and domestic companies seeking to realize growth in the Philippines and beyond. Consistently recognized as a leading firm, we have developed a track record advising on some of the most significant and award-winning transactions in the country.

We continue to provide valuable local insight and foresight on corporate and commercial transactions to leading domestic companies and foreign multinationals on various matters in relation to doing business in the Philippines. As international interest continues to set its sights in the Philippines, Quisumbing Torres’ global capability and network with deep local market knowledge make us the clear first choice for clients in the country and beyond.

To learn more about us, visit www.quisumbingtorres.com