IT Helpdesk Specialist: First-Line Support

itm8 PH; Dumaguete; On-site; PHP 260,000 - 380,000; Full time

Job summary

itm8 Philippines Inc. is seeking a Service Desk Specialist to provide IT support to users via phone and ticketing, handling service requests, incidents, and documentation. The role requires strong English communication, Windows, and MS Office troubleshooting skills to resolve issues efficiently.

The position involves working in shifts, handling a range of requests, and escalating complex problems as needed. A relevant IT degree is preferred, with prior helpdesk experience advantageous.

Qualifications

• Bachelor’s degree in IT, CS, CE or equivalent.
• 5 years of technical/helpdesk experience preferred.
• Good English communication and problem-solving skills.

Responsibilities

• Responds to calls and assists users with IT issues.
• Manages service requests and incidents per procedures.
• Records incidents and documents details accurately.
• Classifies incident types and service disruptions.
• Analyzes issues and offers solutions with side effects considered.
• Escalates complex or unresolved incidents when needed.
• Acts as regular point of contact to handle support requests.
• Provides information to fulfill requests and aid resolution.
• Performs initial investigation and assigns unresolved issues.

Skills

Windows troubleshooting

MS Office

3rd party software

Hardware & Networking

English communication

Shift work

Education

Bachelor's degree in IT/CS/CE

Tools

MS Office

Third-party software

Job description

itm8 Philippines Inc. is seeking a Service Desk Specialist to provide IT support to users via phone and ticketing, handling service requests, incidents, and documentation. The role requires strong English communication, Windows, and MS Office troubleshooting skills to resolve issues efficiently.

The position involves working in shifts, handling a range of requests, and escalating complex problems as needed. A relevant IT degree is preferred, with prior helpdesk experience advantageous.