IT Service Desk (Open to Fresh Graduates)

Location: BGC, Taguig

Work Setup: Onsite

We are looking for a highly motivated IT Service Desk Associate to provide technical support and deliver excellent customer service to end users. This role is responsible for handling IT incidents and service requests, troubleshooting technical issues, maintaining IT assets, and ensuring seamless day-to-day IT operations.

Fresh graduates with relevant IT knowledge, internship experience, or a strong interest in technical support are encouraged to apply.

Essential Responsibilities and Duties

• Provide first and second-line investigation and diagnosis of incidents and service requests.
• Resolve and close incidents/service requests in accordance with Service Desk procedures and allocated timelines.
• Escalate unresolved incidents/service requests within agreed timeframes.
• Log relevant incident and service request details following Service Desk procedures.
• Communicate with clients regarding incident progress and updates.
• Ensure tickets are updated regularly until issues are resolved.
• Manage, prioritize, and document incoming questions and support requests via phone, email, chat, or in person.
• Resolve technical issues quickly and efficiently.
• Install and configure necessary software to meet end-user requirements.
• Escalate critical issues to the appropriate departments and support teams.
• Ensure optimal network performance.
• Perform system updates, testing, and maintenance to minimize service interruptions.
• Monitor and report on Service Desk tickets.
• Analyze IT incident reports and support requests to identify trends and recommend improvements to prevent recurring issues.
• Develop user manuals and provide guidance for end users.
• Create and maintain documentation for the Back Desk.
• Provide support during special events as needed.
• Deliver local network support and/or assist the centralized Network Team.
• Support hardware and software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting.
• Manage user account creation, deletion, and file permissions.
• Perform laptop and desktop backup management and maintenance.
• Assist with Joiner, Mover, and Leaver (JML) activities at the assigned site.
• Participate in stock and asset management activities and coordinate with the Stock Management Team.

Qualifications

• Bachelor's Degree in a related field or completion of at least two (2) years in college with no back subjects.
• Open to Fresh Graduates.
• At least 1-2 years of relevant IT Service Desk experience is an advantage.
• Experience handling and resolving support tickets is preferred.
• Ability to work independently and take initiative.
• Strong written and verbal communication skills.
• Excellent attention to detail, especially in high-pressure situations.
• Willingness to work flexible hours when required.
• Immediate joiners are preferred.
• Updated resume is required.