Global IT Helpdesk Specialist - Impactful Frontline Support

McKinsey & Company; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

McKinsey & Company in Manila seeks a frontline IT Support professional to provide high-quality internal technical assistance and end-to-end resolution of cases. You will troubleshoot Windows 11, macOS, Microsoft 365, and identity and access issues, manage tickets, and document steps taken.

Based in Manila as part of the Global Helpdesk, you will collaborate with IT service and product teams, contribute to the knowledge base, and participate in projects that enhance operational excellence.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science or related field, or equivalent practical experience.
• 1+ year of experience in IT support, service desk or customer-facing technical role.
• Familiarity with ITSM tools (e.g., ServiceNow) and service level targets is a plus.
• Solid working knowledge of Windows 11 and macOS, including configuration, updates, user profiles and common OS-level troubleshooting.
• Hands-on experience with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and common account issues such as MFA, password resets and sign-in problems.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi) and VPN connectivity troubleshooting.
• Knowledge of mobile devices (iOS and Android); familiarity with device management tools (e.g., Intune or Jamf) is a plus.
• Ability to diagnose laptop, peripheral and mobile phone hardware issues and guide users through resolution.
• Ability to manage a personal ticket queue, prioritize incoming volume and maintain schedule adherence in a fast-paced environment.
• Distinctive customer orientation combined with a strong sense of ownership, consistently delivering a high-quality support experience.
• Excellent written and verbal communication skills in English with the ability to explain technical solutions clearly to non-technical users.

Responsibilities

• Serve as a core member of the frontline IT support operation, handling end-to-end resolution of internal cases.
• Troubleshoot and resolve issues across Windows 11, macOS, and Microsoft 365 apps; manage identity and access problems (MFA, password resets, sign-ins).
• Diagnose network connectivity issues (Wi‑Fi, VPN, DNS) and support mobile devices (iOS/Android) and hardware.
• Manage personal ticket queue, balance volume and maintain schedule adherence; escalate complex issues to specialists with documented steps.
• Contribute to knowledge base, keep it accurate, and participate in small team projects and testing of new tech.

Skills

IT support

Windows 11

macOS

Microsoft 365

Networking basics

VPN troubleshooting

Mobile device mgmt

Ticketing system

English communication

Customer service

Education

Bachelor's Degree in IT/CS or related field

Tools

ServiceNow

Job description

McKinsey & Company in Manila seeks a frontline IT Support professional to provide high-quality internal technical assistance and end-to-end resolution of cases. You will troubleshoot Windows 11, macOS, Microsoft 365, and identity and access issues, manage tickets, and document steps taken.

Based in Manila as part of the Global Helpdesk, you will collaborate with IT service and product teams, contribute to the knowledge base, and participate in projects that enhance operational excellence.