Global IT Helpdesk Specialist

iSupport Worldwide; Manila; On-site; PHP 260,000 - 360,000; Full time

Benefits offered by this job

Free lunch

Onsite gym

Weekly fitness challenge

Upskilling academy

Modern office facilities

Employee amenities

Team-oriented culture

Job summary

iSupport Worldwide is seeking a Global IT Helpdesk Specialist to provide first-level technical support for software, hardware, network, and infrastructure issues across global operations. You will manage helpdesk requests, maintain the ticketing database, support asset deployment, license administration, and create knowledge base documentation to ensure excellent end-user experience.

Onsite work in Manila is required with strong customer service orientation and good communication skills.

Qualifications

• Experience in IT Helpdesk, Service Desk, Technical Support, or related IT support role.
• Exposure to Microsoft 365 administration, support, and troubleshooting.
• Experience using a Ticketing System for incident and request management.
• Knowledge of software, hardware, network connectivity, and infrastructure troubleshooting.
• CompTIA A+ certification is a plus.
• Willing to work in an onsite setup.
• Amenable to weekend work when business requires.

Responsibilities

• Provide first-level user support and problem resolution for software, hardware, network and infrastructure issues.
• Apply internal escalation procedures to ensure timely issue resolution and end-user satisfaction.
• Manage helpdesk requests and maintain the helpdesk ticketing database.
• Create and maintain reporting systems and performance measurement reports.
• Install, configure, and support required hardware and software.
• Provide logistical support across all users and locations, including asset deployment and retrieval.

Skills

IT Helpdesk

MS 365

Ticketing System

Customer service

Strong communication

Onsite work

Job description

Job Description:

What is your mission?

We are looking for a Global IT Helpdesk Specialist to provide first-level technical support for software, hardware, network communications, and infrastructure issues. This role manages helpdesk requests, supports asset deployment and retrieval, administers software licenses, maintains knowledge base documentation, assists with network and telecommunications support, and helps ensure excellent end-user experience across global operations.

You will provide the best service to our partner brands by performing these tasks:

• Provide first-level user support and problem resolution for software, hardware, network communications, and infrastructure-related issues.
• Apply internal escalation procedures to ensure timely issue resolution and end-user satisfaction.
• Manage helpdesk requests and maintain the helpdesk ticketing database.
• Create and maintain reporting systems and performance measurement reports.
• Install, configure, and support required hardware and software.
• Provide logistical support across all users and locations, including deployment of assets for onboarded employees and retrieval of assets from offboarded employees.
• Develop and implement preventive maintenance programs while maintaining equipment performance and maintenance records.
• Assist with network and telecommunications administration activities.
• Administer the software license management process.
• Create, update, and maintain knowledge base documents, articles, and FAQs.
• Maintain various Information Systems databases.
• Research emerging technologies, tools, and methods applicable to the role.
• Perform other duties and special projects as assigned.

Who we are looking for?

• Experience in IT Helpdesk, Service Desk, Technical Support, or a related IT support role.
• Exposure to Microsoft 365 administration, support, and troubleshooting.
• Experience using a Ticketing System for incident and request management.
• Knowledge of software, hardware, network connectivity, and infrastructure troubleshooting.
• Good to have CompTIA A+ Certification.
• Willing to work in an onsite setup.
• Amenable to weekend work when business needs require.
• Possess above-average communication skills.
• Strong customer service orientation with a focus on delivering excellent end-user support.

Why youll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.

Requirements: