Enterprise Service Desk Support Specialist | Permanent WFH, Night Shift

SCALABLE OS CORP.; Makati; Remote; PHP 279,000 - 502,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Service Desk Support professional to provide first-line technical support to client end-users.

You will troubleshoot hardware/software, manage accounts, and perform password resets via phone, email, and chat, while contributing to our knowledge base and maintaining a white-glove customer experience. Responsibilities include diagnosing issues across desktops, printers, and common apps, offering remote assistance, and ensuring SLAs are met.

Qualifications

• Minimum 2+ years in a service desk role, MSP experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer-facing skills.
• Proven problem solving and analytical abilities.
• Customer-centric mindset with focus on service excellence.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with ITIL concepts and practices.
• Experience with Windows OS, Office 365, Azure AD, AD, and Exchange/Office 365.
• Familiar with ServiceNow ticketing system and remote support tools.
• Bachelor’s degree or equivalent in CS/IS or related field.
• Willingness to work 1st/2nd/3rd shift in a 24/7 support environment.
• Spanish language skills a plus.

Responsibilities

• Provide first-line technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software.
• Assist with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity and VPN issues.
• Document and track incidents in ServiceNow.
• Escalate complex issues to higher-level teams as needed.
• Adhere to SLAs and meet performance targets.
• Utilize knowledge base to resolve issues and improve efficiency.
• Drive customer satisfaction through clear communication and first-call resolution.
• Demonstrate empathy, patience, and a positive attitude.

Skills

Service desk experience

Communication skills

Problem solving

Team player

ITIL knowledge

Windows OS

ServiceNow

Remote assistance tools

Time management

Bachelor's degree (CS/IS)

Education

Bachelor's degree in Computer Science or Information Systems

Tools

ServiceNow

Office 365

Azure AD

Active Directory

Exchange Online

Job description

SUMMARY

As a Service Desk Support, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and elevate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a "white glove" customer experience.

JOB RESPONSIBILITIES

• Provide customer end user technical support via phone, email, chat, and self-service portals
  

• Diagnose and resolve customer 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 connections)
  

• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
  

• Escalate complex issues to higher-level support teams when necessary
  

• Adhere to service level agreements (SLAs) and meet performance targets
  

• Utilize the internal knowledge base to resolve common issues and improve efficiency
  

• Drive customer satisfaction through proactive communication and first call resolution
  

• Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
  

• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps
  

QUALIFICATIONS

• 2+ years of service desk experience in an MSP environment
  

• Excellent verbal and written communication skills
  

• Strong interpersonal skills
  

• Excellent problem-solving and analytical skills
  

• Customer-centric approach with a focus on service excellence
  

• Ability to work effectively under pressure and manage multiple priorities
  

• Continuous improvement mindset
  

• Incident and request management experience
  

• Must be a team player and collaborative.
  

• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement.
  

• Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred
  

• Technical Certifications: CompTIA, A+, MSCE are a plus
  

• Experience using ServiceNow ticketing system is preferred
  

• Experience using remote assistance tools
  

• Excellent time management skills
  

• A bachelor's degree or equivalent in Computer Science, Information Systems, or related field
  

• Strong technical background
  

• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment
  

• Native-level Spanish skills is a plus
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  

• Should be amenable to a permanent night shift schedule.