Enterprise Service Desk Support Specialist

Zohorecruit; Makati; Remote; PHP 335,000 - 614,000; Full time

Job summary

ScalableOS seeks an Enterprise Service Desk Support Specialist to provide first-line IT support for client end-users. You will handle hardware/software issues, password resets, and account management, delivering prompt service via phone, email, and chat.

You will use ServiceNow, contribute to knowledge bases, and participate in training to enhance performance. Night shifts and a long-term remote work arrangement are required.

Qualifications

• 2+ years of servicedesk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Excellent problem-solving and analytical skills.
• Customer-centric approach with focus on service excellence.
• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 environment.
• ITIL knowledge or certification is preferred.

Responsibilities

• Provide customer end user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software applications.
• Assist end users with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity issues (e.g., internet access, VPN).
• Document and track incidents and requests using the ServiceNow ITSM ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to SLAs and meet performance targets.
• Drive customer satisfaction through proactive communication and first-call resolution.

Skills

Service desk

Remote support

Customer service

Technical troubleshooting

Password resets

ITIL knowledge

Communication

Education

Bachelor’s degree in Computer Science / Information Systems

Tools

ServiceNow

Windows OS

Azure AD

Active Directory

Office 365

VPN

Exchange/Office 365

Job description

Enterprise Service Desk Support Specialist

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

As a Service Desk Technician, youwill play a critical role in providing first-line technical support to ourclient end-users. This includes resolving a wide range of IT issues, such ashardware and software troubleshooting, account management, and password resets,while providing prompt and courteous assistance via phone, email, and chat. Youwill utilize and contribute to the internal knowledge base to resolve commonissues efficiently and elevate complex issues to higher-level support whennecessary. Additionally, you will actively participate in team training anddevelopment initiatives to enhance your performance, technical skills, andcontribute to providing a “white glove” customer experience.

JOB RESPONSIBILITIES

• Provide customer end user technical supportvia phone, email, chat, and self-service portals
  
• Diagnose and resolve customer issues withdesktops, laptops, printers, peripherals, and common software applications
  
• Assist end users with password resets,account unlocks, and access requests
  
• Provide remote assistance when applicable
  
• Troubleshoot network connectivity issues(e.g., internet access, VPN connections)
  
• Document and track incidents and requestsutilizing the ServiceNow ITSM ticketing system
  
• Escalate complex issues to higher-levelsupport teams when necessary
  
• Adhere to service level agreements (SLAs)and meet performance targets
  
• Utilize the internal knowledge base toresolve common issues and improve efficiency
  
• Drive customer satisfaction throughproactive communication and first call resolution
  
• Provide exceptional customer service bydemonstrating empathy, patience, and a positive attitude
  
• Communicate technical information clearlyand concisely, ensuring clients understand the resolution or next steps
  

QUALIFICATIONS

• 2+ years of servicedesk experience in an MSP environment
  
• Excellent verbal andwritten communication skills
  
• Strong interpersonalskills
  
• Excellentproblem-solving and analytical skills
  
• Customer-centricapproach with a focus on service excellence
  
• Ability to workeffectively under pressure and manage multiple priorities
  
• Incident and requestmanagement experience
  
• Must be a team playerand collaborative.
  
• Experience withWindows OS, Office 365, Azure AD, Active Directory, and Exchange/OfficeO365.MAC OS knowledge would be a plus,but not a hard requirement.
  
• Familiarity with ITService Management concepts, practices, and procedures. Strong ITIL knowledgeor certification preferred
  
• TechnicalCertifications: CompTIA, A+, MSCE are a plus
  
• Experience usingServiceNow ticketing system is preferred
  
• Experience usingremote assistance tools
  
• A bachelor’s degree orequivalent in Computer Science, Information Systems, or related field
  
• Strong technicalbackground
  
• Be willing to work1st, 2nd, or 3rd shift in a 24/7 support environment
  
• Native-level Spanishskills is a plus
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.