Help Desk Officer (Davao City)

BDO Unibank, Inc.; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

BDO Unibank, Inc. is seeking a Service Desk Officer to serve as the single point of contact for IT problems, requests, and inquiries. The role covers call taking, email and ticket handling, and first-level support, with responsibilities across inbound requests and eChannels. Onsite work in Davao is required.

The candidate will log tickets, assess impact and urgency, and escalate when needed, while ensuring timely updates and onboarding support for new staff.

Qualifications

• Graduate of a 4-year college course.
• Preferably 2 years employment in an IT organization with similar capacity.
• Must be willing to work onsite and be assigned in Davao.

Responsibilities

• Receives and handles IT-related calls, requests, and queries and logs them into the ticketing tool.
• Provides first-level IT support over the phone or remotely with step-by-step guidance.
• Escalates unresolved issues to Level 2 IT units per the escalation matrix.
• Updates tickets with status and relevant information; monitors reported concerns until resolved.
• Assists in onboarding new Service Desk personnel and performs other related duties as assigned.

Education

4-year college course

Job description

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.

Job Summary:

Provides a single point of contact for all problems, requests and inquiries related to Information Technology (IT). The Service Desk Officer performs call taking, email and tickets handling, problem and request logging and monitoring, and providing first-level support.

Job Qualifications:

• Graduate of a 4-year college course
• Preferably 2 years employment in an IT organization with similar capacity
• Must be willing to work onsite and be assigned in Davao

Key Responsibilities:

I. Service Desk Officer - Inbound

A. Call Receiving, Logging and Monitoring

1. Receives and handles calls on IT-related problems, requests, and queries from users.

2. Records the call details on the ticket via the ticketing tool.

3. Assigns the reported concern’s impact and urgency, based on applicable troubleshooting guide or knowledge article.

4. Monitors reported IT concerns and requests until an acceptable solution is provided.

B. First-level Support

1. Provides first-level support over the phone.

2. Handles reported problems, requests, and inquiries remotely by providing step-by-step procedures to the users.

3. Provides permanent resolution or workaround procedures based on applicable troubleshooting guide or knowledge article.

1. Follows proper notification and escalation procedures.

2. Escalates unresolved reported problems and requests to the appropriate IT units based on standard escalation matrix.

3. Checks the status of reported problems and requests assigned to Level 2 support units.

D. Ticket Updating

1. Records all ticket updates via the ticketing tool.

2. Updates tickets to document all relevant information.

E. Other Administrative Functions

1. Assists in the onboarding of new Service Desk personnel.

2. Performs other related functions that may be assigned from time to time.

II. Service Desk Officer - eChannels

A. eMail and user-logged tickets handling

1. Monitors and handles email messages and user-logged tickets on IT-related problems, requests, and queries from users.

2. Records eMail details on the ticket via the ticketing tool.

3. Assigns the reported concern’s impact and urgency, based on applicable troubleshooting guide or knowledge article.

4. Monitors reported IT concerns and requests until an acceptable solution is provided.

B. First-level Support

1. Provides first-level support over the phone.

2. Handles reported problems, requests, and inquiries remotely by providing step-by-step procedures to the users.

3. Provides permanent resolution or workaround procedures based on applicable troubleshooting guide or knowledge article.

1. Follows proper notification and escalation procedures.

2. Escalates unresolved reported problems and requests to the appropriate IT units based on standard escalation matrix.

3. Checks the status of reported problems and requests assigned to Level 2 support units.

D. Ticket Updating

1. Manages rejected and unowned tickets created by Service Desk, as may be needed.

2. Manages tickets assigned to Service Desk.

3. Records all ticket updates via the ticketing tool.

4. Updates tickets to document all relevant information.

E. Other Administrative Functions

1. Assists in the onboarding of new Service Desk personnel.

2. Performs other related functions that may be assigned from time to time