IT Operations Support
Summary
First-line IT support specialist at an industrial corporation in Muntinlupa City: resolves helpdesk tickets and incidents within SLA, handles user accounts and access, and manages the full IT asset lifecycle from deployment to compliant disposal. Core stack includes ServiceNow/Freshservice/Jira ticketing, Windows, Microsoft 365, and Active Directory.
About the role
As an IT Operations Support Specialist, you will deliver efficient, reliable, and customer-focused IT services that keep day-to-day operations running. You will be the first point of contact for IT concerns, resolve incidents and service requests within SLA, and manage the lifecycle of IT assets, from deployment to compliant disposal.
Key responsibilities
Provide first-line support for hardware, software, operating systems, business applications, network connectivity, and peripherals, via remote tools, phone, email, or on-site assistance
Receive, categorize, prioritize, and assign tickets in the helpdesk system, and resolve them within SLA
Manage user access requests: account creation, password resets, permission changes, and deactivation
Escalate complex issues with complete documentation, and keep users updated throughout the ticket lifecycle
Build the IT knowledge base and spot recurring issues to reduce ticket volume
Maintain an accurate inventory of hardware, software licenses, and peripherals
Conduct scheduled physical asset audits and reconcile them against system records
Ensure assets are properly tagged and labeled, and generate inventory reports on utilization, aging, and replacement needs
Flag end-of-life or obsolete assets and carry out disposal in line with company policy, data security requirements, and data sanitization procedures
Log, classify, and prioritize incidents, then investigate and resolve them within SLA
About you
Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field
1–3 years of experience in IT support, helpdesk operations, or IT service delivery
Hands-on experience with helpdesk ticketing systems (e.g., ServiceNow, Freshservice, Jira)
Experience in IT asset handling or inventory management
Familiarity with ITIL service management processes
Experience with Windows OS, Microsoft 365, and Active Directory
Proficient in Tagalog and English
ITIL 4 certification