Service Desk Support

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
• Provide first-level support for all IT - hardware, software, applications and network issues.
• Diagnose and troubleshoot a variety of hardware and software issues
• Escalate unresolved issues to appropriate teams or higher-level support
• Log, track, and manage incidents and service requests using ITSM tools
• Ensure timely resolution and follow-up with users for backlog tickets
• Create and update knowledge base articles and user guides
• Promote ITIL best practices across the support team
• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call made or issue reported by the user.
• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
• Escalate tickets not resolvable by SD, in accordance with SSG escalation procedures.
• Provide status updates on Tickets to users.
• Reopen Ticket / Create a new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
• Able to make sound decisions and work with minimal supervision.
• Excellent interpersonal skills to foster cooperation among users, support teams and peers.
• Identify and recommend process improvements to enhance the customer experience
• Collaborate with cross-functional teams to ensure seamless IT service delivery

QUALIFICATIONS

• Graduate bachelor's degree preferably in IT but consideration for related experience.
• At least 18 months of experience in Service Desk or IT Help Desk role
• Strong problem-solving and analytical skills to quickly identify and resolve issues
• Excellent communication and customer service skills to effectively interact with end-users
• Working knowledge of common desktop applications, operating systems, and hardware
• Ability to multitask and prioritize tasks in a fast-paced environment
• Enthusiasm for continuous learning and adaptability to new technologies
• With no issues working onsite 100% in our site in Pasig
• With no issues working on night shifts, shifting schedule, weekends & holidays

SKILLS PREFERRED

• Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous.
• Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications.
• Understanding networking concepts, including TCP/IP, DNS, and DHCP.
• Wireless and wired network troubleshooting.
• Experience with Active Directory and user account management.
• Basic knowledge of hardware components and troubleshooting techniques.
• Knowledge of OS installation, configuration, and troubleshooting.

Experience with Active Directory (AD) for

• User and group account management, password resets.
• Familiarity with Single Sign-On (SSO).
• ITIL Framework: Familiarity with Incident, Problem, and Change Management.
• Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification.
• Basic troubleshooting of antivirus software and firewalls.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage time effectively in a remote work environment.
• Customer-focused with a commitment to providing high-quality support.