Service Desk Specialist
Salary: ₱20,000 – ₱23,000 per month
About the role
Single point of contact for users both internal and external. Receives, logs, and manages calls via telephone and email. Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
Key responsibilities
Receive, log, and manage calls via telephone and email
Provide first-level support to queries and issues using the knowledge base
Log all tickets and service requests through the ticketing system
Escalate issues to appropriate departments
Ensure service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA)
Take ownership of user problems and follow up on status
Communicate progress to users in a timely manner
Prepare reports and ensure information is readily available
About you
Associate's Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
At least 1-year experience in a technical helpdesk role
Knowledgeable in basic system and network configuration
Familiarity with ticketing systems
Knowledgeable in basic SQL and Unix commands
Sound problem resolution, judgment, and decision-making
Above average communication skills and telephone manner
Excellent customer service
Strong interpersonal and organizational skills
Able to work independently and in a team environment