30 Headcount Service Desk 30K Package

PPP Coffee; Quezon City; On-site; PHP 304,668 - 364,932; Full time

Job summary

PPP Coffee in Quezon City is looking for a Service Desk Analyst to deliver frontline IT support. The successful candidate will provide L1 technical support, troubleshoot hardware and software issues, and log tickets using ITSM tools like ServiceNow. Candidates should have at least 1 year of experience in IT Service Desk roles, be comfortable with a shifting schedule, and be willing to work onsite. The position offers a competitive salary package of Php 30,000.

Qualifications

• At least 1 year of experience in IT Service Desk or Helpdesk.
• Ability to work in a shifting schedule.
• Willing to work onsite.

Responsibilities

• Provide L1 technical support for IT-related queries.
• Troubleshoot hardware, software, and network issues.
• Log, track, and manage tickets using ITSM tools.
• Reset passwords and manage user access requests.
• Collaborate with L2/L3 teams for issue resolution.

Skills

Strong knowledge of Windows OS

MS Office

Outlook

Active Directory

ITSM tools (ServiceNow, BMC Remedy)

Education

Bachelor’s Degree, High School Graduates, or Undergraduates

Tools

ServiceNow

BMC Remedy

Job description

Company Profile

One of the world leaders in business process, consultancy, and information technology services.

Role Details

• Position: Service Desk Analyst
• Industry: BPO Company
• Location: Quezon Ave Quezon City
• Schedule: Shifting Schedule
• Salary: Php 30,000 (Package)
• Work Set-Up: Full Onsite

Requirements

• Open to Bachelor’s Degree, High School Graduates, and Undergraduates.
• At least 1 year of experience in IT Service Desk, Helpdesk (Hardware and Software).
• Strong knowledge of Windows OS, MS Office, Outlook, and Active Directory.
• Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
• Ability to work in shifting schedule.
• Willing to work onsite.

Responsibilities

• Provide L1 technical support for IT-related queries via phone, email, and chat.
• Troubleshoot hardware, software, and network issues for end-users.
• Log, track, and escape tickets using ITSM tools (e.g., ServiceNow).
• Reset passwords, manage user access requests, and ensure security compliance.
• Follow ITIL best practices for incident, problem, and change management.
• Collaborate with L2/L3 teams for complex issue resolution.
• Maintain a knowledge base and document troubleshooting steps.
• Provide remote desktop support and guide users through troubleshooting steps.
• Ensure SLA (Service Level Agreement) compliance and timely issue resolution.