ICT Service Desk Officer - Application Support (WFO: Angeles)

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Flexible leave credits

Career advancement

Company equipment (PC/laptop)

Tech-on-Wheels support

Social clubs

International opportunities

Referral bonuses

Employee share units

Cloudstaff points

Job summary

Cloudstaff Philippines Inc. is seeking an ICT Support Officer to provide first and second-level support across the organisation’s ICT environment, focusing on DMS, ERP platforms and core business applications.

You will assist end users, help with system administration, document issues, and collaborate with vendors to ensure reliable operations and data integrity. The role supports continuous improvement of ICT services.

Qualifications

• Minimum 2 years’ ICT Service Desk / Helpdesk or Application Support experience.
• Experience supporting ERP, DMS, or other business-critical systems.
• Strong data analysis, troubleshooting and problem-solving skills.
• Good understanding of Microsoft 365, Windows desktop environments, laptops, printers, and mobile devices.
• Exposure to Dealer Management Systems and ERP platforms.
• Ability to support users with varying levels of technical knowledge.
• Strong communication and customer service skills.
• Ability to document issues, resolutions, and support procedures clearly.

Responsibilities

• Provide first and second-level ICT support for staff across hardware, software and business systems.
• Respond to service desk requests in line with agreed service levels.
• Diagnose and resolve issues related to desktops, laptops, mobile devices and applications.
• Create, update, and close service desk tickets with clear notes and resolution details.
• Communicate status, timeframes, and outcomes to users.
• Escalate incidents when specialist support is required.
• Support data entry, maintenance, and validation across DMS/ERP systems.
• Assist with testing, releases, and documentation of changes.

Skills

ICT support

ERP/DMS support

Data analysis

Microsoft 365

Windows/Desktop

System documentation

Communication skills

Troubleshooting

Data integrity

Prioritisation

Cyber security basics

Tools

Microsoft 365

Windows OS

Job description

Job Description

The ICT Support Officer is responsible for providing effective first and second-level support across the organisation’s ICT environment, with a strong focus on the Dealer Management System (DMS), ERP platforms, and other core business applications. The role supports end users, assists with system administration, troubleshooting application and process issues, maintains data integrity, and works closely with internal departments and external vendors to ensure business systems operate reliably and efficiently. This position plays an important role in supporting operational teams, improving system usage, documentation, and assisting the business get better value from its technology platforms.

PRIMARY RESPONSIBILITIES

Ensure you are meeting all the ICT Service Desk team responsibilities

DMS and ERP Support

• Provide day-to-day support for the organisation’s Dealer Management Systems, ERP platforms and other core business applications.
• Troubleshoot user issues relating to system access, transactions, workflows, integrations, reporting, and data entry.
• Assist users with navigating system functionality and resolving common operational issues.
• Escalate complex DMS and ERP issues to vendors or senior ICT staff where required.
• Monitor unresolved application issues and follow up with users, vendors, and internal stakeholders.
• Support system updates, patches, configuration changes, and release testing as required.
• Assist with user acceptance testing for changes, enhancements, and new functionality.
• Maintain an understanding of key business processes supported by the DMS and ERP systems.

User Support and Service Desk

• Provide first and second-level ICT support to staff across hardware, software and business systems.
• Respond to support requests through the ICT service desk system in line with agreed service levels.
• Diagnose and resolve issues relating to desktops, laptops, mobile devices, applications, and business systems.
• Create, update, and close service desk tickets with clear notes and resolution details.
• Communicate clearly with users regarding issue status, expected timeframes, and outcomes.
• Escalate incidents appropriately when specialist support is required.

Data Integrity and Process Support

• Support accurate data entry, maintenance, and validation across DMS, ERP, and related systems.
• Assist with identifying and resolving duplicate, incomplete, or incorrect records.
• Support data clean-up activities and assist business areas with maintaining reliable system information.
• Follow agreed processes for user changes, master data updates, system configuration, and access control.
• Promote consistent use of systems and support compliance with internal data standards.
• Assist with reporting and analysis where required to identify data or process issues.

Documentation and Knowledge Management

• Create and maintain support documentation, user guides, troubleshooting notes, and knowledge base articles.
• Document common DMS , ERP and other business systems issues and their resolutions.
• Maintain clear records of system configurations, access processes, and support procedures.
• Assist with developing training materials and quick reference guides for users.
• Contribute to continuous improvement of ICT support processes and documentation quality.

Continuous Improvement

• Identify opportunities to improve system usage, support processes, reporting, and user experience.
• Assist with ICT projects, application improvements, and system change initiatives.
• Support innovation, automation, standardisation, and process improvement activities where appropriate.
• Provide feedback on recurring issues, training gaps, and opportunities to improve business systems.
• Contribute to a customer-focused and service-oriented ICT function.

Qualifications and Requirements

Special Skills (Competencies)

• Experience in ICT support, service desk, application support, or business systems support.
• Experience supporting ERP, DMS, or other business-critical systems.
• Strong data analysis, troubleshooting and problem-solving skills.
• Good understanding of Microsoft 365, Windows desktop environments, laptops, printers, and mobile devices.
• Exposure to Dealer Management Systems.
• Exposure to ERP platforms
• Ability to support users with varying levels of technical knowledge.
• Strong communication and customer service skills.
• Ability to document issues, resolutions, and support procedures clearly.
• Strong attention to detail, particularly when working with system access and business data.
• Ability to manage competing priorities and follow support processes.
• Good Cyber Security principles understanding

Qualifications

• A minimum 2 years’ experience in a similar ICT Service Desk / Helpdesk role or Application Support role

Perks and Benefits

• Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent
• Flexible leave credits that can be used for vacation, emergencies, and sick leave
• Exciting Mid-Year Parties with giveaways and cash prizes!
• Endless opportunities for career advancement
• We set you up for success with a company-provided PC/laptop and fiber internet connection
• Tech-on-Wheels support
• Join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and networking opportunities
• Unlimited cash incentives for successful referrals
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points – redeemable for useful items like appliances, kitchen gadgets, and more

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