The Service Desk Specialist is responsible in providing first-line technical support to end users by resolving common hardware, software, and application issues through remote, desk-side, and local support. The role focuses on timely issue resolution, accurate documentation, and delivering a high-quality customer support experience.
Tasks and Responsibilities:
- Provides first-line technical support through desk-side, remote, and local office support services.
- Troubleshoots and resolves basic hardware, software, and workstation issues.
- Logs, tracks, and updates incidents and service requests using a ticketing system.
- Follows documented processes to ensure accurate issue resolution and escalation when needed.
- Performs root-cause analysis in collaboration with higher-tier support teams.
- Installs, configures, and maintains PCs, workstations, and related peripherals.
- Supports basic network, application, and system access issues.
- Documents solutions, updates knowledge base articles, and tracks service metrics.
- Communicates clearly with end users to provide timely updates and resolution status.
- Maintains compliance with company standards, security policies, and service-level expectations.
Qualifications:
- Minimum of five (5) years of experience in IT support, service desk, or technical support roles.
- Must have experience in Managed Services Provider (MSP) environment.
- Experience handling inbound customer requests or issue resolution.
- Proficient in desktop and workstation support for Windows environments.
- Familiar with ticketing systems and IT service management workflows.
- Demonstrates strong troubleshooting and problem-solving skills in a fast-paced environment.
- Demonstrates strong listening, probing, and customer-focused communication skills.
- Manages multiple tasks efficiently while meeting response and resolution timelines.
- Maintains professionalism, composure, and accuracy under pressure.
- Clear and coherent both written and verbal communication skills in English when assisting end users.
- Excellent English communication skills.
Work Location: WFH (within Philippines only)
Work Schedule: 8:00 PM - 5:00 AM, Monday to Friday, PH time
Employment Benefits:
- Rice Allowance
- Internet Allowance
- Overtime Pay
- Holiday Pay
- 25% Night Differential (terms apply)
- 20 days Paid Time Off per year (1.67 days earning every month)
- HMO for Employee
- HMO for Dependents
- Group Life Insurance
- Annual Merit Increase (terms apply)
- 13th Month Pay
- Mid-Year Bonus (terms apply)
