IT Service Desk Specialist

Location: Taguig, Philippines

Work Setup: Onsite

Compensation Flexibility: Open to negotiation for highly qualified candidates.

JOB SUMMARY

We are seeking a customer-focused and technically proficient L1 Service Desk Agent to provide first-line IT support to end users across the organization. The role is responsible for handling incidents and service requests through multiple support channels, performing initial troubleshooting, resolving common technical issues, and ensuring a positive user experience while meeting established Service Level Agreements (SLAs).

The ideal candidate will have a solid understanding of Windows operating systems, Microsoft 365 applications, basic networking, and IT service management processes.

KEY RESPONSIBILITIES

• Provide first-level IT support through phone, email, chat, self-service portals, and other approved communication channels.

• Log, categorize, prioritize, investigate, and resolve incidents and service requests in accordance with established SLAs.

• Perform initial troubleshooting for Windows desktop and laptop issues, Microsoft 365 applications, user access and authentication, network connectivity, VPN, enterprise applications, and peripherals.

• Handle routine IT support requests, including password resets, account unlocks, software installations, and standard access provisioning.

• Escalate unresolved or complex technical issues to L2/L3 support teams, ensuring complete diagnostic information and accurate ticket documentation.

• Monitor ticket queues and provide timely updates, follow-ups, and resolutions to end users.

• Maintain accurate incident records, service request details, troubleshooting steps, and closure documentation within the ITSM platform.

• Contribute to knowledge base documentation and identify opportunities to improve service desk processes.

• Identify recurring technical issues and provide relevant information to support problem management activities.

• Recommend opportunities for automation and self-service by identifying repetitive support requests.

• Deliver professional customer service and maintain high levels of user satisfaction.

• Participate in shift handovers and coordinate with other support teams to ensure uninterrupted service desk operations.

REQUIRED QUALIFICATIONS

• Strong knowledge of Windows 10/11 operating systems and common desktop support issues.

• Hands-on experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and other Office applications.

• Understanding of desktop, laptop, printer, and peripheral troubleshooting.

• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi connectivity.

• Experience using ServiceNow or similar IT Service Management (ITSM) platforms.

• Understanding of incident management, service request management, and service desk operations.

• Familiarity with Active Directory user administration, including password resets and account unlocks.

• Good troubleshooting, diagnostic, and problem-solving skills.

• Strong verbal and written communication skills and a customer-focused approach.

• Ability to multitask, manage competing priorities, and work effectively within a team.

• Willingness to work in a 24/7 shift environment, including weekends and holidays when required.

• Ability to provide IT support to global users across different regions and time zones.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• ITIL Foundation certification.

• Previous experience working in an enterprise service desk or IT support environment.

• Exposure to remote desktop support tools and enterprise ticketing platforms.

• Familiarity with knowledge management, problem management, and IT service improvement practices.

REQUIRED SKILLS & TECHNOLOGIES

• Operating Systems: Windows 10, Windows 11.

• Microsoft Applications: Microsoft 365, Outlook, Teams, OneDrive, Office applications.

• IT Service Management: ServiceNow or similar ITSM tools, incident management, service request management, SLA monitoring, ticket documentation.

• Identity & Access Management: Active Directory, password resets, account unlocks, user access administration, authentication troubleshooting.

• Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi connectivity.

• Hardware & Peripheral Support: Desktop and laptop troubleshooting, printers, and other end-user devices.

• Remote Support: Remote troubleshooting tools and support platforms.

• Service Desk Operations: Ticket prioritization, escalation management, shift handovers, knowledge base documentation, and problem identification.

• Professional Competencies: Customer service, communication, analytical thinking, troubleshooting, time management, multitasking, and teamwork.