IT Service Desk

InnovaThink Corporation; Las Piñas; On-site; PHP 223,200 - 334,800; Full time

Job summary

InnovaThink Corporation is seeking a Service Desk Technician to provide L1 technical troubleshooting and customer service in Las Piñas, Metro Manila. The candidate will support various technologies, manage service requests, and ensure effective operation within KPI standards. Required qualifications include a Diploma or Degree in IT and preferably at least 1 year of experience in a service desk environment. Knowledge of troubleshooting Email, Microsoft 365, VPN, Active Directory, and mobile devices is essential.

Qualifications

• At least 1 year of Service Desk experience.
• Experience in a professional environment troubleshooting various technologies.
• Knowledge of managing and resolving service requests.

Responsibilities

• Provide L1 technical troubleshooting and customer service.
• Diagnose and resolve technical hardware and software issues.
• Open, track, and close trouble tickets with documentation.
• Ensure tickets are managed within KPI measurements.

Skills

Technical troubleshooting

Customer service

Email support

Microsoft 365

VPN support

Active Directory

Basic Network Connectivity

Windows OS knowledge

Mac OS knowledge

Mobile Devices troubleshooting

Education

Diploma or Degree in IT

Tools

ITSM ticketing tools

Job description

Job Summary

• Provide L1 technical troubleshooting & customer service across a wide range of technologies
  as part of our Shared Service Desk. Support clients via various channels i.e phone, ticket portals,
  emails.
• Drive to closure for incidents & Service Requests tickets raised.
• Route issues to SMEs, vendors and act as point of contact to internal support teams and clients.

Job Description

• Respond to incidents or requests for help, via the phone, email and web
• Diagnose and resolve technical hardware and software issues via call or remote tools.
• Open, track, and close trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
• Ensure tickets managed within KPI measurements and standards.
• Identify and Escalate incidents and problems requiring urgent attention
• Escalate incidents and problems to the appropriate group
• Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
• Follow the Service Desk Standard Operating Procedure (SOP)
• Performs other related duties as assigned to ensure effective operation of department

Preferred Qualifications

• Diploma or Degree in IT with preferably at least 1-year Service Desk experience.
• Experience troubleshooting and supporting the following technologies in a professional environment – Email, Microsoft 365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
• Knowledge of Windows and Mac Operating Systems
• Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
• Experienced in using ITSM ticketing tools.