Desktop Support Specialist (IT)

Satellite Office; Pateros; On-site; PHP 300,000 - 420,000; Full time

Job summary

Satellite Office is seeking an IT Support Analyst to provide first line IT support and triage requests within an ITIL framework. You will onboard/offboard staff, troubleshoot basic account issues, and maintain the knowledge base.

The role requires strong communication, problem solving, and teamwork to support service delivery and uptime. You will escalate when needed and collaborate with stakeholders across the organization.

Qualifications

• Excellent written and verbal communication with non-technical staff.
• Strong time management and prioritisation.
• Ability to troubleshoot basic tech issues.
• Experience in a customer service environment.

Responsibilities

• Provide first line IT support via phone, email, tickets, in person and remotely.
• Onboard and offboard team members and triage queries.
• Troubleshoot basic account/access issues.
• Maintain knowledge base with common problems.
• Escalate to 2nd level support when required.
• Own and track tickets until resolution.
• Focus on root cause when reviewing requests.
• Build relationships with stakeholders and communicate needs.
• Support uptime by providing system information during outages.
• Manage hardware asset registers and stock levels.
• Model the organization's values.

Skills

Communication skills

Time management

Analytical thinking

Windows support

Education

Degree or Diploma in Information Technology

Tools

Ticketing system

KB maintenance

ITIL knowledge

Job description

IT Support Analyst is accountable for the development and support (first level) of organization’s IT Service Desk Solutions.

Responsibilities

• First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an Information Technology Infrastructure Library (ITIL) framework.
• Onboarding and offboarding team members and ensuring customer queries are captured, validated, and triaged within the ticketing system.
• Troubleshooting common or basic technical issues, such as account and access related issues.
• Maintaining knowledge base with common problems which can be accessed by customers.
• Escalating cases to 2nd level support – Senior Support Specialist, Desktop Support Specialist and Infrastructure Team, where required.
• Taking ownership of tickets including tracking, monitoring, following up, prioritising, and escalating incidents and coordinating with appropriate resources to resolve issues in a timely manner.
• Actively reviewing and resolving helpdesk requests raised by the business, with a focus on root cause resolution.
• Developing and maintaining key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations.
• Supporting the Service Delivery and Infrastructure Team to achieve high service uptime, by providing system information and updates regarding system performance and outages.
• Supporting the Service Delivery and Infrastructure Team by managing the hardware asset registers to ensure manageable stock levels.
• Role modelling organization's values (Accountability, Care, Team)

Skills

• Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical people.
• Good prioritisation and time management skills.
• Ability to work creatively and analytically to solve problems
• Knowledge in supporting PC, software, in a Windows environment.

Experience

• Experience in a customer service environment.
• Experience working within a team, in a fast pacedand constantly changing environment.
• Managing and effectively dealing with service requests and prioritising workload. I have these qualifications
• Degree or Diploma in Information Technology, or related area desirable