We are seeking a proactive and customer‑oriented Information Technology Support Specialist (IT Service Desk Officer) based in Philippines to support our North American offices and ensure the highest quality of IT service and user satisfaction. In this role, you will be the first point of contact for users, collaborate closely with Corporate IT, and help maintain a secure, efficient, and reliable digital workplace.
Key Responsibilities:
- Act as the first point of contact for IT and technical support (applications, hardware, printers, scanners, telephony, etc.)
- Troubleshoot incidents, create/monitor tickets, and provide clear communication to users
- Manage and maintain branch IT hardware, including installation, testing, repairs, and inventory
- Support local software solutions and ensure compliance with IT security requirements
- Handle user account creation, access rights, and maintain accurate IT data (data hygiene)
- Inform users about incidents, outages, and digital workplace updates in the local language
- Conduct basic IT onboarding and user training for tools like Office365
- Collaborate with IT teams to improve processes, identify recurring issues, and implement solutions
- Support IT-related projects, system rollouts, and technological upgrades in the branch
- Perform other additional duties as assigned by management on a day to day basis
Qualifications:
- Able to support North America hours (Local Philippines Time: 11pm to 8am)
- Excellent written and verbal communication skills in English
- Experience in IT support, helpdesk, or service desk environment
- Strong understanding of hardware, software, and digital workplace tools
- Basic knowledge of IT security principles
- Ability to troubleshoot effectively and communicate clearly with users
- Strong organizational and documentation skills
- Ability to work independently while coordinating with Corporate IT
- Customer-oriented mindset and willingness to continuously improve processes
