Global IT Service Desk Technician I

Concentrix; Makati; On-site; PHP 335,000 - 670,000; Full time

Job summary

Concentrix is seeking a Technical I, Global Service Desk to provide frontline IT support across regions from our Makati office. You will handle tickets via phone, email, chat, and ticketing systems, solving hardware, software, and access issues while maintaining service quality.

The role requires strong problem-solving, excellent English communication, and the ability to manage multiple priorities in a fast-paced, global setting.

Qualifications

• Proven experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, English proficient, with a customer-centric attitude.
• Ability to work in a fast-paced, global environment and manage multiple priorities.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Skills

IT help desk experience

Windows

macOS

English communication

Customer-oriented

multitasking

Tools

Active Directory

Office 365

VPN

Remote access tools

Job description

Concentrix is seeking a Technical I, Global Service Desk to provide frontline IT support across regions from our Makati office. You will handle tickets via phone, email, chat, and ticketing systems, solving hardware, software, and access issues while maintaining service quality.

The role requires strong problem-solving, excellent English communication, and the ability to manage multiple priorities in a fast-paced, global setting.