Information Technology Service Desk

Hammerjack Pty Ltd; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an IT Helpdesk professional in the Philippines to handle user calls, prioritize issues, and resolve software and hardware problems. You will assist with setup, usage inquiries, and OS issues while coordinating with vendors as needed.

Ideal candidates have 2–5 years of IT Helpdesk experience, strong networking knowledge, and excellent communication skills for remote support and customer service. This full-time role emphasizes timely problem resolution and teamwork.

Qualifications

• Experience in IT Helpdesk support and customer service.
• Strong troubleshooting and communication abilities.
• Knowledge of Windows OS and networking concepts.

Responsibilities

• Receive, prioritize and respond to user calls about major software/hardware problems.
• Resolve simple and complex software/hardware issues for users.
• Inquire about how to set up and use software, printers, and OS issues.
• Contact vendors for product support and information.
• Create, escalate or close problem tickets and service requests.
• Troubleshoot and resolve technical problems, escalate when needed.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

Communication skills

Remote support

Networking

Microsoft Windows OS

Education

Associate degree in MIS/IT

2-5 years IT Helpdesk experience

Job description

Responsibilities

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receives calls from users to resolve simple and complex computer software and hardware problems
• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Other duties as assigned.

Qualifications

Educational Attainment:

• Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill

Work Experience:

• Minimum 2 - 5 years or experience in IT Helpdesk Support

Competencies and Skills:

• Networking and hardware knowledge
• Thorough understanding of Microsoft products - NOS, OS and other applications
• Excellent customer service skills
• Excellent troubleshooting skills
• Ability to express complex technical concepts effectively, both verbally and in writing
• Remote support experience, a plus