IT Helpdesk Support – 1st Line Tech for 24/7 Ops

Exact Star Subic Bay Corporation; Bataan; On-site; PHP 200,000 - 340,000; Full time

Job summary

Exact Star Subic Bay Corporation is seeking an IT Helpdesk Support to be the first point of contact for employees needing IT assistance. The role logs, triages, and resolves user issues by phone, chat, ticket, and walk-in, and escalates what it cannot fix to Field Support or the Network and Systems Administrator.

It supports a 24/7 contact center operation where fast resolution directly affects agent productivity and client service levels.

Qualifications

• Bachelor's degree or two-year IT course is required.
• 1+ year IT helpdesk/technical support experience preferred.
• Good English communication skills, both spoken and written.

Responsibilities

• Log, categorize, and resolve IT incidents using the ticketing system and provide first level troubleshooting.
• Assist with account creation, modification, and deactivation; verify user identity before password resets.
• Maintain tickets through their lifecycle, meet targets, and document resolutions; contribute to knowledge base.

Skills

Customer service

Troubleshooting

Documentation

English communication

Education

Bachelor's degree or two-year IT-related course

Tools

Windows 10/11

Microsoft 365

Active Directory

Ticketing systems

Remote support tools

Job description

Exact Star Subic Bay Corporation is seeking an IT Helpdesk Support to be the first point of contact for employees needing IT assistance. The role logs, triages, and resolves user issues by phone, chat, ticket, and walk-in, and escalates what it cannot fix to Field Support or the Network and Systems Administrator.

It supports a 24/7 contact center operation where fast resolution directly affects agent productivity and client service levels.