IT Help Desk for Global MSPs (Onsite Tayabas)

Carabao Cloud Solutions, Inc.; Tayabas; On-site; PHP 223,000 - 335,000; Full time

Job summary

Carabao Cloud Solutions, Inc. in Tayabas, Quezon Province, is seeking an IT support professional to handle frontline inquiries through our ticketing system and ensure timely ticket creation and routing.

You will coordinate across teams, log issues, monitor progress, and maintain thorough documentation while delivering professional, English-language support to US-based MSP clients in a dynamic environment.

Qualifications

• Proficiency with common ticketing systems (ConnectWise, Zendesk, Freshdesk or ServiceNow).
• Excellent written and spoken English with professional client communication.
• Minimum 1 year in a BPO or IT support/service desk.
• Strong organizational and multitasking skills.
• Willingness to work onsite in Tayabas, Quezon Province.

Responsibilities

• Serve as the first point of contact for customer inquiries and support requests through the company’s ticketing system.
• Triage and generate support tickets, ensuring all issues are properly logged, categorized, and prioritized based on urgency and impact.
• Assign tickets to the appropriate IT support personnel or teams according to expertise, workload, and service level agreements (SLAs).
• Monitor and track ticket progress, ensuring timely resolution and proactive follow-up with customers.
• Coordinate across departments to facilitate resolution of multi-layered technical incidents.
• Maintain accurate and detailed documentation within the ticketing system for transparency and reporting.
• Collaborate with IT operations and support teams to streamline workflows, improve response times, and enhance overall service delivery.

Skills

Ticketing systems proficiency

English communication

Customer-focused attitude

BPO/IT support experience

Organizational & multitasking

On-site work in Tayabas

Tools

ConnectWise

Zendesk

Freshdesk

ServiceNow

Job description

Carabao Cloud Solutions, Inc. in Tayabas, Quezon Province, is seeking an IT support professional to handle frontline inquiries through our ticketing system and ensure timely ticket creation and routing.

You will coordinate across teams, log issues, monitor progress, and maintain thorough documentation while delivering professional, English-language support to US-based MSP clients in a dynamic environment.