IT Helpdesk Support
Summary
Level 1 helpdesk support in Manila delivering first-line technical assistance to Australian healthcare and managed-service clients via phone, email, and ticketing systems — troubleshooting software, hardware, and network issues, escalating complex cases, and documenting resolutions against SLAs, with a strong Microsoft environment focus.
Innova IT Solutions is seeking a Level 1 Technical Helpdesk Support professional to join our team. The ideal candidate will have prior experience supporting Australian-based clients, with a strong background in healthcare services and managed support services. You will play a key role in delivering high-quality technical assistance and ensuring an exceptional client experience.
Key Responsibilities:
Provide first-level technical support via phone, email, and ticketing systems.
Diagnose and troubleshoot software, hardware, and network-related issues.
Escalate complex technical issues to higher-level support teams when necessary.
Maintain detailed documentation of issues, resolutions, and client interactions.
Ensure service requests are addressed promptly and professionally in accordance with SLAs.
Qualifications:
Proven experience in a Level 1 Technical Support or Helpdesk role.
Background in supporting Australian clients, preferably within healthcare and managed service environments.
Have a strong background with Microsoft environment
Have strong technical skills
Excellent verbal and written communication skills.
Ability to work effectively in a hybrid setup (both office-based and remote).
Strong customer service orientation and problem-solving skills.
Benefits:
Competitive compensation package.
13th Month Pay.
Government-mandated benefits.
Bonuses and allowances.
HMO coverage for the employee plus two (2) dependents.
Please send your updated CV to: angela@innovaitsolutions.com.au