Service Desk Associate
Salary: ₱19,000 – ₱25,000 per month
1. Incident & Service Request Management
Serve as the primary point of contact for employees requiring IT support.
Receive, log, categorize, prioritize, and assign incidents and service requests using the approved ITSM tool.
Perform first-level troubleshooting and issue diagnosis.
Resolve basic incidents and requests within established procedures.
Escalate unresolved or complex issues to Infrastructure, Application Support, IT Security, vendors, or external providers when necessary.
Monitor assigned tickets until closure.
Provide timely updates to end users regarding ticket status and resolution progress.
Ensure adherence to established Service Level Agreements (SLAs).
2. End-User Support & Customer Experience
Provide professional and customer-focused IT support services.
Assist users with hardware, software, access, and general IT-related concerns.
Guide users in utilizing approved IT support channels and procedures.
Support employee onboarding activities including basic IT orientation and account setup coordination.
Maintain a positive customer service experience and professional communication at all times.
3. IT Service Management Practices
Support ITIL-aligned service management processes including:
Incident Management
Service Request Management
Knowledge Management
Change Enablement Support
Service Level Management
Ensure incidents and requests are properly documented and categorized.
Assist in collecting information required for Problem Management and Root Cause Analysis activities.
Follow established escalation procedures for major incidents and critical issues.
4. Knowledge Management & Documentation
Create and maintain support documentation, work instructions, and knowledge articles.
Document common issues and resolutions to support knowledge sharing.
Ensure ticket updates and resolution notes are complete and accurate.
Support knowledge base maintenance initiatives.