First-Line IT Support Specialist — Service Desk

WeSupport Incorporated; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

WeSupport Incorporated is seeking a capable Helpdesk professional to provide first-line IT support for internal and external users. You will log and manage calls via phone and email, use the knowledge base, and ensure escalation to the right teams within SLA timelines.

You will log tickets in the ticketing system, pursue timely resolutions, and generate reports as needed. The role may require working at Mandaluyong or BGC locations and coordinating with multiple departments.

Qualifications

• Associates or Bachelor’s degree in IT/CS or equivalent.
• 1 year of experience in a technical helpdesk role.
• Knowledgeable in basic system and network configuration.
• Familiarity with the ticketing system.
• Knowledgeable in basic SQL and Unix commands.
• Strong problem resolution, judgment, and decision-making.
• Excellent customer service and communication skills.
• Able to work with little supervision and in a team environment.

Responsibilities

• Receiving, logging, and managing calls via telephone and email.
• Provides first-level support per knowledge base and incident management process.
• Logs tickets through Ticketing System and escalates to appropriate departments.
• Ensures service incidents are acknowledged, escalated, and resolved per SLA.
• Takes ownership of user problems and follows up with progress updates.
• Prepares reports and ensures information is readily available.

Skills

Helpdesk experience

SQL basics

Unix commands

Ticketing system

Communication skills

Teamwork

Work independently

Education

Associate’s Degree in Computer Science

Bachelor’s Degree in IT/CS or equivalent

Tools

Ticketing System

Job description

WeSupport Incorporated is seeking a capable Helpdesk professional to provide first-line IT support for internal and external users. You will log and manage calls via phone and email, use the knowledge base, and ensure escalation to the right teams within SLA timelines.

You will log tickets in the ticketing system, pursue timely resolutions, and generate reports as needed. The role may require working at Mandaluyong or BGC locations and coordinating with multiple departments.