IT Helpdesk Specialist: User & Device Support

TaskUs Outsourcing Philippines, Inc.; Las Piñas; On-site; PHP 279,000 - 391,000; Full time

Job summary

TaskUs is seeking a diligent IT Support / Help Desk professional in the Philippines to handle incident triage, diagnostics, and user assistance for desktop and laptop issues. You will document incidents, follow established procedures and SLAs, and ensure timely resolution across chat, phone, and email channels.

The role emphasizes maintaining a clear backlog in the Help Desk system and staying current with knowledge base articles and technical documentation.

Qualifications

• Responsibilities for IT support and help desk roles as described in the ad.

Responsibilities

• Perform incident triage and upscale or resolve based upon incident scope.
• Diagnose and resolve hardware, software, operating system, application, connectivity, peripheral, and basic network issues affecting desktops and laptops.
• Document incidents accurately, perform troubleshooting within established procedures and SLOs, maintain ticket updates, and upscale issues that require higher-level technical support.
• Assist users with system access, password/account issues, software usage, device configuration, and common PC problems while providing clear instructions and confirming the issue is resolved before closure.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.).
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Objective targets.
• Keep up to date with knowledge base articles and other technical-related documentation.

Job description

TaskUs is seeking a diligent IT Support / Help Desk professional in the Philippines to handle incident triage, diagnostics, and user assistance for desktop and laptop issues. You will document incidents, follow established procedures and SLAs, and ensure timely resolution across chat, phone, and email channels.

The role emphasizes maintaining a clear backlog in the Help Desk system and staying current with knowledge base articles and technical documentation.