Desktop Support | Onsite | Ortigas | Day Shift | Weekends Off | Day 1 HMO

Emapta; Mandaluyong; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Competitive salary package

Day shift schedule

Fixed weekends off

Office in Ortigas

Salary advance program

Upskilling via Emapta Academy

Gym access (Ortigas & Makati)

Lifestyle perks

Job summary

Emapta is seeking a Desktop Support professional to strengthen daily operations by resolving incidents and maintaining PC and Apple environments. You will deliver customer-focused solutions in a fast-paced production setting, with long-term global career growth and opportunities in Ortigas.

The role emphasizes incident resolution, hardware/software support, and cross-team collaboration to ensure high service levels for our publishing clients.

Qualifications

• 1+ year of experience providing technical PC and Apple Mac support.
• ITIL 4 Foundation certification.
• Apple certification preferred.
• Google Workspace certification preferred.
• Experience supporting Windows 10/11 and macOS.
• Experience with LAN/WAN technologies.
• Experience in newspaper/media industry preferred.

Responsibilities

• Resolve incidents and tasks with high-quality service.
• Maintain PC and Apple hardware/software per standards.
• Log and escalate calls in ServiceNow.
• Coordinate with Network/Compute teams for onsite troubleshooting.
• Provide end-user guidance and clear communication on resolutions.
• Maintain knowledge ofproduction/publishing systems.

Skills

Analytical thinking

Communication

Customer focus

Team collaboration

Detail-oriented

Education

ITIL 4 Foundation

Apple Certification

Google Workspace Certification

Tools

ServiceNow

Jamf

Microsoft Configuration Manager

Google Workspace

Microsoft Office

Job description

Power the Technology Behind Australia's Leading Media and Publishing Network

Leading media organizations depend on reliable technology and responsive support to keep stories moving. The Desktop Support professional strengthens daily operations by resolving incidents, maintaining PC and Apple environments, and delivering customer-focused solutions. With hands‑on impact across a fast‑paced production environment, this role offers a long-term global career with Emapta for top 1% talent seeking growth, balance, and lasting impact.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, SM Mega Tower, Ortigas
• Shift: Day Shift, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Experience and Certifications

• At least 1 year of experience providing technical service and support for personal computers and Apple Mac devices
• ITIL 4 Foundation certification
• Apple certification preferred
• Google Workspace certification preferred
• Experience supporting customers across multiple organizational levels, including senior management
• Experience supporting Windows 10, Windows 11, and macOS operating systems
• Experience supporting local area network and wide area network technologies
• Experience providing face-to-face technical support and customer service
• Experience in the newspaper, publishing, or media industry preferred

Technical Skills and Knowledge

• Proficiency in call logging, escalation, incident management, and issue resolution
• Working knowledge of Microsoft Office and Google Workspace
• Familiarity with Intel-based hardware and enterprise desktop environments
• Experience using Microsoft Configuration Manager and Jamf
• Understanding of local area network and wide area network infrastructure
• Familiarity with ServiceNow and other service management platforms
• Knowledge of enterprise knowledge management systems
• Exposure to production and publishing systems
• Understanding of Knowledge-Centered Service processes
• Knowledge of ITIL best-practice methodologies and Agile principles
• Ability to manage hardware and software rollouts as part of a project
• Ability to translate technical information and procedures into clear guidance for end users
• Ability to identify, assess, troubleshoot, and resolve technical problems accurately

Core Competencies

• Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Customer- and client-focused service orientation
• High attention to detail and quality
• Effective planning and organizational skills
• Collaborative and team-oriented approach
• Strong technical aptitude and troubleshooting capability
• Ability to manage multiple responsibilities in fast-paced, time-sensitive environments

Responsibilities

Incident and Task Resolution - 40%

• Deliver high-quality service that meets or exceeds customer expectations.
• Provide timely and cost-effective support for hardware and software incidents.
• Investigate, analyze, and resolve escalations from other technology resolver groups.
• Install, configure, and maintain PC and Apple hardware and software according to departmental standards.
• Escalate complex calls and incidents to the manager when required.
• Keep customers informed about the status and progress of incidents, requests, and tasks.
• Manage ServiceNow queues and provide timely, accurate feedback.
• Log all support calls and prioritize first-contact resolution whenever possible.
• Record real-time updates in the service management platform.
• Coordinate onsite network troubleshooting and configuration with the Network Manager.
• Support onsite compute troubleshooting and configuration with the Compute Manager.
• Collaborate with the End-User Computing team on onsite troubleshooting and configuration.

Key Performance Indicators

• Maintain Service Level Target compliance above 85% for closed incidents.
• Update more than 95% of active incidents and tasks within 7 days.

Customer Service - 40%

• Build and maintain effective relationships with key business users.
• Provide responsive and professional customer service to all clients.
• Deliver appropriate technical solutions or communicate a clear resolution timeframe.
• Maintain accurate and complete call notes in accordance with established key performance indicators.
• Keep customers informed of all updates related to their IT requests.

Key Performance Indicators

• Maintain customer satisfaction ratings of at least 85%, based on monthly customer surveys.
• Ensure no more than 7 days pass between customer updates for active IT requests.

Projects and Strategies - 10%

• Assist with and participate in assigned technology projects.
• Provide feedback and share project status documentation with colleagues.
• Escalate project issues, including potential cost implications, to the Project Manager.
• Complete assigned project tasks within the required timeframe.
• Maintain accurate project documentation and update the knowledge management system when appropriate.
• Record project hours accurately in the ServiceNow Projects portal.

Key Performance Indicators

• Complete assigned project tasks within established deadlines.
• Maintain accurate and current project and knowledge management documentation.
• Record all project hours promptly and accurately in ServiceNow.

Knowledge Management and Team Collaboration - 10%

• Assist team members in resolving incidents and technical problems.
• Share specialized knowledge and provide guidance in areas of expertise.
• Participate actively in team meetings and help facilitate discussions when required.
• Promote effective communication across business and technology teams.
• Follow Knowledge-Centered Service processes and documentation standards.
• Maintain accurate asset management records.
• Help organize quarterly team-building activities for the assigned location.
• Contribute to strong team engagement, knowledge sharing, and collaboration.

Key Performance Indicators

• Maintain high levels of team engagement and communication.
• Meet established targets for knowledge-linked interactions and incident closures.

About the Client

Our client is a premier Australian media and information powerhouse, distinguished by its influential journalism, iconic content brands, and exceptional digital reach. Engaging more than 18 million Australians monthly, it commands a leading position across news, lifestyle, business, sport, and entertainment. Its legacy of trusted storytelling is strengthened by continuous innovation, sophisticated audience intelligence, and award-winning content, creating an environment where technology professionals help shape the future of media at national scale and strengthen meaningful connections with communities nationwide daily.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.