Hybrid IT Service Desk for Aviation ERP

Avia Solutions Group; Taguig; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

International work environment

Learning and development opportunities

Hybrid work arrangement

Job summary

Avia Solutions Group Global Services Philippines is seeking an IT Service Desk Agent to be the first point of contact for customers using the MRO ERP platform Sensus Aero. The role emphasizes high-quality support, issue troubleshooting, and timely resolution, with product exposure and collaboration with Product and Development teams.

The position is based in BGC, Taguig, under a hybrid setup, working on Atlantic Standard Time Zone, and offers opportunities to gain aviation maintenance domain

Qualifications

• 2–3 years of experience in Service Desk or similar IT support role.
• Strong customer service and communication skills.
• Analytical troubleshooting and problem solving.
• Excellent English communication.

Responsibilities

• Serve as the primary contact for customer inquiries, incidents, and service requests via Jira Service Desk and other channels.
• Investigate, analyze, and reproduce reported issues to identify root causes and solutions.
• Resolve requests independently when possible; escalate complex issues to Product or Development as needed.
• Manage support tickets from report to resolution with timely customer updates.
• Assist in user account administration, access management, and basic system configuration.
• Participate in testing new features, enhancements, and bug fixes before release.
• Create and maintain clear documentation, knowledge base articles, and support records.
• Identify recurring issues and opportunities for product or process improvements.

Skills

Customer service

Communication

Troubleshooting

Problem solving

Stakeholder management

Analytical mindset

ERP systems

Tools

Jira Service Desk

Job description

Avia Solutions Group Global Services Philippines is seeking an IT Service Desk Agent to be the first point of contact for customers using the MRO ERP platform Sensus Aero. The role emphasizes high-quality support, issue troubleshooting, and timely resolution, with product exposure and collaboration with Product and Development teams.

The position is based in BGC, Taguig, under a hybrid setup, working on Atlantic Standard Time Zone, and offers opportunities to gain aviation maintenance domain