IT Helpdesk Specialist — First-Line Support & Growth

Symbos; Metro Manila; Hybrid; PHP 280,000 - 420,000; Full time

Benefits offered by this job

Hybrid/Onsite work setup (as required)

Location: Philippines

AU hours shifting when required

Job summary

Symbos is seeking an IT Helpdesk Analyst to join our IT team in the Philippines. You will be the first point of contact for technical support, assisting users with hardware, software, system access, and basic troubleshooting.

This role offers an early-career path in IT support within a service-driven environment. Responsibilities include handling tickets via multiple channels, meeting SLAs, and escalating complex issues.

Qualifications

• Bachelor's degree or diploma in Information Technology or related field preferred.
• Fresh graduates encouraged to apply.
• Up to 2 years IT support experience or related roles preferred.
• Experience in BPO/service desk/customer-facing environments is advantageous.
• Exposure to ticketing systems like ServiceNow/Jira/Zendesk preferred.

Responsibilities

• Provide first-line technical support via phone, email, chat, and ticketing systems.
• Log, prioritize, track, and resolve support tickets in accordance with SLAs.
• Troubleshoot and resolve IT issues related to hardware, software, user accounts, and connectivity.
• Perform password resets, account provisioning, and access management tasks.
• Escalate complex issues to senior support teams when needed.
• Follow up with users to provide updates and ensure satisfactory resolution.
• Assist with onboarding and offboarding activities, including system access setup/removal.
• Maintain accurate documentation of incidents, requests, and resolutions.
• Support Microsoft 365 applications, Windows OS, and business apps.
• Assist with basic IT asset management and inventory tracking.
• Adhere to IT security policies and data protection requirements.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Education

Bachelor's degree or diploma in Information Technology or related field

Tools

ServiceNow

Jira

Zendesk

Remote support tools

Job description

Symbos is seeking an IT Helpdesk Analyst to join our IT team in the Philippines. You will be the first point of contact for technical support, assisting users with hardware, software, system access, and basic troubleshooting.

This role offers an early-career path in IT support within a service-driven environment. Responsibilities include handling tickets via multiple channels, meeting SLAs, and escalating complex issues.