Desktop Support Specialist (IT)

Satellite Office; Taguig; On-site; PHP 223,000 - 357,000; Full time

Job summary

Satellite Office in the Philippines is seeking an IT Support Analyst to deliver first-line IT service desk support across the organization. You will handle requests via phone, email, and ticketing system, troubleshoot basic PC and software issues in a Windows environment, and ensure incidents are captured and triaged efficiently.

You will onboard and offboard users, maintain the knowledge base, escalate complex incidents to 2nd level teams when needed, and work with stakeholders to maintain high

Qualifications

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

Responsibilities

• First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an 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

Communication

Prioritisation

Analytical thinking

Windows support

Education

Degree or Diploma in IT

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