Help Desk - L1

GSS HR Solutions Private Limted; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

GSS HR Solutions Private Limted is seeking an IT Help Desk professional to provide first-level diagnostics and issue resolution across Windows, Mac, and Linux environments. The role involves ticket queue monitoring, ticket routing, and owning incidents from entry to escalation as needed.

You will collaborate with level 2/3 specialists to ensure timely resolution, and perform installations, configurations, and troubleshooting of operating systems, software, drivers, and remote connectivity tools.

Qualifications

• Experience providing first-level diagnostics and incident resolution.
• Familiarity with Windows, Mac, and Linux environments.
• Experience handling ITSM ticketing and escalation processes.
• Ability to document and resolve or escalate service requests via tickets or calls.

Responsibilities

• Provide first-level diagnostics and resolution for Windows, Mac, and Linux.
• Monitor ticket queues and route tickets appropriately.
• Collaborate with level 2/3 support while owning tickets.
• Install, configure, and troubleshoot OSs, apps, drivers, and devices.
• Work with ITSM tools and VPN related software.

Skills

Windows OS

Mac OS

Ubuntu/Linux

ITSM ticketing

VPN

Active Directory

MS Office

WebEx

Tools

Sentinel

WebEx

MS Exchange

Remote connectivity tools

Job description

• Provide first level diagnostics and problem resolution for Windows, Mac, Ubuntu/Linux, manufacturing tool automation, manufacturing applications
• Ticket queue monitoring and ticket routing
• TI specific application monitoring tool (Sentinel)
• Receiving, documenting, resolving and/or escalating service requests/incidents via web tickets or phone calls.
• Work with level 2 and level 3 support to resolve issues while maintaining ownership of ticket. This supports our level 1 resolution goals.
• Install, configure, optimize, troubleshoot, upgrade & update of approved Windows OS/Mac OS, third party applications, device drivers, peripherals, mobile productivity devices, remote connectivity and enterprise collaboration tools.
• Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, ITSM solutions, Internet, VPN related software, WebEx,