CTC BPO Inc. (FKA: CallTek Center International Inc.) is a call center and a BPO company based in Cebu, Philippines. CTC BPO Inc. is a tailor-made business processing and technical support provider for the broadband and video/TV industry, specializing in hospitality/MDU markets.
We are continuously seeking individuals who are highly motivated, energetic, flexible, career-driven, and most importantly, people-oriented. We aim to build a company that provides the best technical and customer service available.
We are looking for an Information Technology Service Desk.
Duties and Responsibilities:
- Serve as the primary contact for IT-related inquiries via phone, email, and chat.
- Troubleshoot hardware, software, and network issues, providing step-by-step guidance to users.
- Document all support interactions and resolutions in our ticketing system for analysis and quality assurance.
- Set up and configure new hardware, including desktops and laptops, and assist with software installation.
- Monitor and prioritize support tickets to ensure timely resolution in accordance with service level agreements (SLAs).
- Collaborate with higher-level IT staff to escalate complex issues when necessary and follow up on resolved tickets.
- Maintain user documentation and knowledge base articles to enhance team efficiency and user self-service.
Qualifications:
- Minimum of 2 years of experience in an IT support or Service Desk role.
- Cloud experience (any cloud such as AWS, Microsoft cloud, Google Cloud etc)
- Linux / ubuntu knowledge
- Microsoft 365 admin knowledge
- Strong technical foundation in computer systems, operating systems, and software applications.
- Excellent customer service skills and a passion for helping users resolve their issues.
- Ability to clearly communicate technical information to non-technical users.
- Experience with IT service management tools and ticketing systems.
- Strong analytical and problem-solving abilities.
- Certifications such as CompTIA A+, ITIL, or Microsoft certifications are a plus.
WHAT'S IN IT FOR YOU?
Company Perks and Benefits:
- Free one meal a day
- Emergency Loan and Other Financial Assistance Program
- Free 24-hour snacks and beverages
- Health Insurance
- Health Subsidy
- Interest-Based Clubs
- Retirement Plan/ Life Insurance
- Savings Plan
- Team Socialization Allowance
- Perfect Attendance Bonus
- Quarterly Perfect Attendance Bonus
- Year-End Performance Bonus Plan(Company discretion)
- And much more
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company events
- Employee discount
- Gym membership
- Health insurance
- On-site parking
- Paid training
- Staff meals provided
Education:
- Bachelor's (Required)
Work Location: In person