IT Service Desk Subject Matter Expert (SME)

IT Service Desk SME | Manila, Philippines | Onsite | 24/7 Rotational Shifts

We are looking for an experienced IT Service Desk Subject Matter Expert (SME) to join our team in Manila, Philippines. If you have a strong background in IT support operations, end-user computing, service management, and team coaching, we'd love to hear from you.

Position Details

Location: Manila, Philippines

Work Setup: Onsite, 5 days per week

Schedule: 24/7 Rotational Shifts

Headcount: 1

Experience: 3-5 Years

Key Responsibilities

• Manage day-to-day Service Desk operations and ensure SLA and KPI compliance.
• Provide technical guidance and support for complex IT issues.
• Coach and mentor Service Desk Analysts, including onboarding and technical upskilling.
• Investigate recurring incidents, perform Root Cause Analysis (RCA), and implement preventive measures.
• Ensure adherence to customer-defined Standard Operating Procedures (SOPs) and best practices.
• Act as the technical escalation point during major incidents and service disruptions.
• Collaborate with Infrastructure, Network, and Major Incident Management teams to restore services.
• Maintain and enhance knowledge base documentation.
• Promote knowledge sharing and cross-training across support teams.
• Identify opportunities for process automation, AI adoption, and service improvements.
• Drive continuous improvement initiatives across the Service Desk function.

Required Skills & Qualifications

3-5 years of experience in IT Service Desk or End User Support roles

Strong troubleshooting experience with:

• Network Connectivity
• Printers
• Microsoft Outlook
• Active Directory
• Microsoft Office Applications
• Remote Desktop Support

Hands-on experience with:

• ServiceNow or similar ITSM tools
• Genesys PureCloud (Genesys Cloud)

Experience supporting users through:

• Phone
• Chat
• Web Tickets

Strong communication and stakeholder management skills

ITIL Certification or strong working knowledge of ITIL frameworks

Excellent problem-solving, mentoring, and conflict resolution skills

Preferred Qualifications

• Experience in reporting and data analysis using Microsoft Excel
• Experience creating presentations and operational reports
• Exposure to process improvement initiatives

Educational Requirement

Bachelor's Degree in Computer Science, Information Technology, or a related field. Equivalent relevant experience will also be considered.