Information Technology Help Desk

Avensys Consulting; Quezon City; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Certification support

Mentorship from experienced leaders

Career growth opportunities

Job summary

Avensys Consulting Inc. seeks skilled Service Desk/IT Helpdesk Analysts to join our Quezon City team. This full-time role supports global users across a fast-paced enterprise environment and collaborates with multiple IT and business teams to ensure high-quality IT support.

You will deliver first- and second-line technical support, manage incidents, assist with account administration, and contribute to knowledge management and service improvements in a dynamic, customer-focused setting.

Qualifications

• Bachelor's degree or equivalent in related field or experience.
• 3+ years as Service Desk/IT Helpdesk/Technical Support.
• Experience supporting global or international users and clients.
• Strong troubleshooting across desktop, software, hardware, and enterprise apps.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-line and second-line technical support via phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, access, and application issues.
• Handle incident management, service requests, and escalations per SLAs.
• Support user account administration, password resets, access requests, and identity management.
• Document incidents and resolutions in ITSM tools; maintain knowledge articles.
• Coordinate with infrastructure, application, network, and security teams to resolve issues.
• Monitor ticket queues and ensure timely updates and resolutions.
• Contribute to process improvements, knowledge management, and service optimization.

Skills

Customer service

Troubleshooting

Incident management

Communication skills

Prioritization

Education

Bachelor's degree or equivalent

Tools

ITSM tools

Job description

AVENSYS CONSULTING INC. is seeking talented Service Desk/IT Helpdesk Analysts to join our growing team in Eton Centris, Quezon City. This is a full-time position that plays a critical role in delivering high-quality IT support services to global users across a fast-paced enterprise environment.

As part of the Service Desk team, you will be responsible for providing technical support, resolving IT issues, managing service requests, and ensuring excellent customer experiences. You will work closely with end users, infrastructure teams, application support teams, and business stakeholders to maintain operational efficiency and service excellence.

This role is ideal for professionals who are passionate about customer service, technology support, and delivering exceptional user experiences in a global support environment.

Key Responsibilities

• Provide first-line and second-line technical support for end users through phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, access, and application-related issues.
• Handle incident management, service requests, and escalations in accordance with established service level agreements (SLAs).
• Support user account administration, password resets, access requests, and identity management activities.
• Document incidents, troubleshooting steps, resolutions, and knowledge articles accurately within ITSM tools.
• Coordinate with infrastructure, application, network, and security teams to resolve complex technical issues.
• Monitor ticket queues and ensure timely updates, communication, and resolution of support cases.
• Deliver exceptional customer service and maintain high levels of user satisfaction.
• Contribute to process improvements, knowledge management initiatives, and service optimization efforts.
• Support business continuity by participating in shift schedules, handovers, and operational support activities.
• Additional Responsibilities for Service Desk Leads
• Provide day-to-day leadership, guidance, and mentoring to Service Desk team members.
• Monitor team performance, ticket aging, SLA compliance, and operational metrics.
• Assist with resource planning, workload management, and escalation handling.
• Support onboarding, coaching, and continuous development of analysts.
• Collaborate with stakeholders and management to improve service quality and operational efficiency.
• Participate in reporting, service reviews, and continuous improvement initiatives.

What We're Looking For

• Bachelor's degree or equivalent combination of education and relevant work experience.
• Minimum of 3 years of Service Desk, IT Helpdesk, or Technical Support experience.
• Experience supporting global or international users and clients.
• Strong troubleshooting skills across desktop, software, hardware, and enterprise application environments.
• Excellent customer service and communication skills.
• Ability to prioritize incidents and manage multiple support requests simultaneously.
• Strong problem-solving skills and attention to detail.

What We Offer

At AVENSYS CONSULTING INC., we are committed to fostering a collaborative and innovative workplace where technology professionals can thrive. We offer competitive compensation packages aligned with your skills and experience, along with opportunities for professional growth through training programs, certification support, and mentorship from experienced leaders and technology professionals.

Our team members enjoy a positive and inclusive work environment that encourages continuous learning, knowledge sharing, and career advancement. We provide comprehensive benefits and the opportunity to support global enterprise clients while building a rewarding career in IT operations and customer support.

About Us

AVENSYS CONSULTING INC. is a leading Information and Communication Technology consulting firm specializing in managed services, enterprise technology solutions, cloud platforms, IT operations, and digital transformation initiatives.

We help organizations leverage innovative technology solutions to improve operational efficiency, strengthen customer engagement, and achieve strategic business outcomes. Our success is built on deep technical expertise, a client-focused approach, and a commitment to delivering high-quality solutions. We foster a culture of innovation, collaboration, and continuous improvement, making AVENSYS CONSULTING INC. an ideal place for professionals who are passionate about technology and delivering meaningful business impact.