IT Helpdesk Specialist

Relay Human Cloud; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

Relay Human Cloud is seeking an IT Helpdesk Specialist to join our IT team in Makati. You will be the first line of support, owning the ticket queue and resolving day-to-day IT issues across multiple systems.

This role blends technical execution with clear communication to keep end users running smoothly during live business hours. You will triage the ticket queue, handle resets and MFA issues, manage onboarding/offboarding across key systems, and escalate complex problems while documenting new

Qualifications

• Experience in IT helpdesk or similar role.
• Ability to explain technical fixes to non-technical users.
• Strong written and verbal English communication skills.

Responsibilities

• Own and triage the front of the ticket queue in Zoho Desk, prioritizing and routing issues.
• Handle user unlocks, password resets, MFA troubleshooting across STORIS and NextGen.
• Manage new hire and termination setup across Microsoft 365, STORIS, NextGen, and Paylocity.
• Administer M365 licensing and distribution list management.
• Escalate issues that fall outside the runbook and document new ones.
• Communicate fixes clearly and professionally to non-technical end users such as store managers.

Skills

Clear English communication

Ticket triage

End user support

Time management

Tools

Zoho Desk

Microsoft 365

Entra ID

Job description

Relay Human Cloud is hiring a IT Helpdesk Specialist to join our IT team. You will be the first line of support — owning the ticket queue, resolving day-to-day IT issues, and keeping end users running smoothly across multiple systems. This role is equal parts technical execution and clear communication, supporting store managers and staff during live business hours.

What You'll Do

• Own and triage the front of the ticket queue in Zoho Desk, prioritizing and routing issues efficiently
• Handle user unlocks, stuck orders, password resets, and MFA troubleshooting across STORIS and NextGen
• Manage new hire and termination setup across Microsoft 365, STORIS, NextGen, and Paylocity
• Administer M365 licensing and distribution list management
• Escalate issues that fall outside the runbook — and document new ones as you go
• Communicate fixes clearly and professionally to non-technical end users such as store managers

What You Bring

• Microsoft 365 and Entra ID administration — users, groups, licensing, and MFA
• Patching experience with Tenable or a comparable vulnerability management tool
• Clear, professional English communication skills — written and verbal
• Ability to explain technical fixes to non-technical users under time pressure