Global IT Service Desk Specialist

KMC Solutions; Muntinlupa; On-site; PHP 300,000 - 420,000; Full time

Job summary

KMC Solutions is seeking a GSD Analyst to be the first point of contact for global employees, delivering technical support by phone, email, chat, and ticketing systems. You will diagnose hardware, software, network, and account issues and ensure timely resolution according to ITIL standards.

You will assist with onboarding/offboarding, device deployment, and remote support across time zones, contributing to knowledge bases and security compliance while supporting global IT initiatives.

Qualifications

• Experience in IT support for a global workforce.
• Familiarity with ITIL and SLA concepts.
• Knowledge of information security and data protection policies.

Responsibilities

• Serve as first line of support for global employees via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, network, and account issues.
• Process and fulfill service requests in alignment with ITIL standards and SLAs.
• Escalate unresolved issues to second‑ and third‑level support teams with proper documentation.
• Monitor and manage open tickets, ensuring timely updates and closure.
• Assist in user onboarding and offboarding processes, including account creation, access setup, and workstation preparation.
• Support the deployment and maintenance of desktops, laptops, mobile devices, and peripheral equipment.
• Provide remote support to users in multiple geographical locations and time zones.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Participate in global IT projects, system upgrades, and continuous improvement initiatives.
• Ensure compliance with Amkor’s information security and data protection policies.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

Remote support tools

Device management systems

Hardware troubleshooting

Tools

Remote support tools

Enterprise device management systems

Job description

KMC Solutions is seeking a GSD Analyst to be the first point of contact for global employees, delivering technical support by phone, email, chat, and ticketing systems. You will diagnose hardware, software, network, and account issues and ensure timely resolution according to ITIL standards.

You will assist with onboarding/offboarding, device deployment, and remote support across time zones, contributing to knowledge bases and security compliance while supporting global IT initiatives.