IT Helpdesk Associate: First-Line Support & Training

CallTek; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

CallTek in Cebu City, Philippines is seeking an IT Associate to join our team as first line of defense for IT technicians. You will answer phones and emails, create tickets, and support Tier 1 issues to enable first call resolution.

The role emphasizes training, knowledge, and professionalism, with opportunities to learn from Tier 2/3 teams, develop documentation, and contribute to projects while gaining real time experience.

Qualifications

• Strong customer service, troubleshooting, and organizational skills.
• Excellent written and verbal communication with clear instructions.

Responsibilities

• Answer phones and emails, create tickets, and route to Tier 2/3 as needed.
• Provide first-call resolution for common IT issues (password resets, basic troubleshooting).
• Document and monitor issues; contribute to knowledge base.
• Learn from Tier 2/3 teams and assist with project work.

Skills

Customer service

Troubleshooting

Communication

Windows OS

Active Directory

Office 365

Ticketing system

Tools

Ticketing system

Job description

CallTek in Cebu City, Philippines is seeking an IT Associate to join our team as first line of defense for IT technicians. You will answer phones and emails, create tickets, and support Tier 1 issues to enable first call resolution.

The role emphasizes training, knowledge, and professionalism, with opportunities to learn from Tier 2/3 teams, develop documentation, and contribute to projects while gaining real time experience.