Desktop Support

VXI Global Solutions; Davao City; On-site; PHP 223,000 - 391,000; Full time

Job summary

VXI Global Solutions is seeking an IT Helpdesk professional to resolve end-user issues, respond promptly by priority, and escalate where required. The role includes updating incident tickets, documenting resolutions, and maintaining accurate IT asset inventory. Ideal candidates have IT-related coursework and 1–2 years of experience in a similar field.

The position focuses on end-user hardware deployment/setup and ensuring timely problem resolution while keeping users informed about progress.

Qualifications

• College graduate of any IT related courses.
• Preferably with at least 1 to 2 years of work experience in the same field.

Responsibilities

• Accepts responsibility for resolving problems assigned by Helpdesk in a timely manner.
• Timely response based on priority of the problem.
• Determines the cause of the problem and escalates when needed.
• Updates the resolution section of the incident ticket and documents resolutions.
• Assists with problem determination and maintains accurate IT asset inventory.
• Regularly checks helpdesk tickets and provides status updates.

Skills

Problem resolution

Escalation handling

Documentation

Asset inventory management

End-user hardware setup

Education

IT-related courses

Job description

It’s fun to work in a company where people truly BELIEVE in what they are doing!

We’re committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities :

• Accepts responsibility for resolving problems which are assigned by Helpdesk in a timely manner
• Timely response based on priority of the problem
• Ensures meeting the established objectives for the problem resolution priority
• Determines the cause of the problem
• Accesses the problem\incident if it needs escalation
• Escalates problems\incidents to appropriate group for further checking
• Updates the resolution section of the incident ticket; works with the Helpdesk team when the problem status changes, when there is activity, and when the problem is resolved
• Creates documentation for problems resolved for future reference
• Assists with problem determination when requested by other groups
• Regularly checks helpdesk tickets and look for tickets assigned to them
• Always gives update(s) on the status of incident\problem
• Documents all problem resolution for future reference
• Checks email regularly
• Maintains accurate IT asset inventory by tracking hardware and software lifecycle details
• Handles IT asset deployment, configuration, and setup for end-users
• Manages the secure issuance, hand-off, and retrieval of hardware, peripherals, and equipment

Education & Experience:

• College graduate of any IT related courses
• Preferably with at least 1 to 2 years of work experience in the same field

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!