Global IT Helpdesk Specialist

iSupport Worldwide; Philippines; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Free lunch

Onsite gym access

Fitness challenges

Employee engagement

Upskilling academy

Modern office facilities

Employee amenities

Collaborative culture

Job summary

iSupport Worldwide is seeking a Global IT Helpdesk Specialist to provide first-level technical support across software, hardware, and network issues for our global operations. You will manage helpdesk requests, administer licenses, and maintain knowledge bases, ensuring excellent end-user experience.

The role requires experience in IT helpdesk or service desk settings, familiarity with Microsoft 365, and a ticketing system. Onsite work is required with potential weekend shifts as needed.

Qualifications

• Experience in IT Helpdesk or Service Desk roles.
• Exposure to Microsoft 365 administration and troubleshooting.
• Experience using a Ticketing System for incident management.
• Knowledge of software, hardware, network connectivity, and infrastructure troubleshooting.
• CompTIA A+ certification is a plus.
• Willing to work onsite; weekend work as needed.

Responsibilities

• Provide first-level user support for software, hardware, network, and infrastructure issues.
• Apply escalation procedures to ensure timely resolution and end-user satisfaction.
• Manage helpdesk requests and the ticketing database.
• Create and maintain reporting systems and performance metrics.
• Install, configure, and support hardware and software.
• Provide logistical support across all users and locations for asset deployment and retrieval.
• Develop preventive maintenance programs and maintain equipment records.
• Assist with network and telecommunications administration.
• Administer software license management processes.
• Create, update and maintain knowledge base documents and FAQs.
• Maintain Information Systems databases.
• Research emerging technologies applicable to the role.
• Perform other duties and special projects as assigned.

Skills

IT Helpdesk

Customer service

Microsoft 365

Ticketing system

Network troubleshooting

Hardware/software support

Education

CompTIA A+ Certification

Tools

Ticketing System

Microsoft 365 Admin tools

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 you'll 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.