Service Desk Specialist
Summary
IT Service Desk Specialist acting as first point of contact for technical support: logging incidents via phone, email, or ticketing portal, resolving Windows, MS 365, and connectivity issues, and escalating complex cases to Level 2/3 per SLAs. Requires 1-2 years helpdesk experience with Active Directory and ticketing tools like ServiceNow or Jira.
Salary: ₱30,000 – ₱35,000 per month
Job Details: We are hiring Service Desk Specialists to serve as the first point of contact for technical support requests, log IT incidents, and resolve software and hardware issues.
POSITION: Service Desk Specialist / IT Helpdesk Associate
WORK SETUP: Hybrid / Office Deployment
JOB RESPONSIBILITIES:
Receive, log, and categorize IT service requests and technical incident reports via phone, email, or ticketing portal
Provide first-contact resolution for common IT issues, password resets, application errors, and connectivity problems
Escalate unresolved complex incidents to Level 2 and Level 3 technical support teams in accordance with SLAs
Monitor active ticket queues, follow up on pending issues, and provide timely updates to end-users
Maintain clear technical documentation and contribute to internal support knowledge bases
QUALIFICATIONS:
Bachelor's Degree or Diploma in Information Technology, Computer Science, or related field
Minimum 1 to 2 years of experience in an IT Service Desk, Helpdesk, or Technical Support role
Knowledge of Windows OS, MS 365, Active Directory, basic networking, and ticketing systems (e.g., ServiceNow, Jira)
Strong customer service orientation and excellent communication skills
BENEFITS:
Competitive Salary Package
Mandatory PH Statutory Benefits (SSS, PhilHealth, Pag-IBIG)
13th Month Pay
HMO / Medical Insurance Coverage
Paid Vacation & Sick Leaves
Professional IT Certification Support
HOW TO APPLY: Please submit your updated CV/Resume to iestudillo@absi.ph along with your answers to the screening questions below:
What city/province do you currently reside in?
How many years of experience (at least 1 year) do you have in an IT Service Desk or Helpdesk role?
Are you proficient in using IT ticketing systems, Active Directory, and troubleshooting Windows/MS 365 issues?
Previous employment details (What is your current or most recent company and job title)?
Reason for leaving and current employment status (Resigned, Cleared, etc.)?
Expected Salary:
Notice Period / Availability:
Send your complete CV and answers to iestudillo@absi.ph with the subject line: Service Desk Specialist Application - [Your Full Name]