IT Service Desk

ResolvGlobal Business Process Outsourcing Services; Metro Manila; On-site; PHP 357,000 - 580,000; Full time

Job summary

ResolvGlobal Business Process Outsourcing Services in Manila is seeking an experienced IT Service Desk professional to join our team. You will be the frontline for user support, providing timely technical resolutions and maintaining high levels of service for Windows and macOS environments.

Responsibilities include handling tickets via email, phone, chat and the ticketing system, password resets, MFA help, basic workstation and app troubleshooting, and escalating issues to ensure timely

Qualifications

• 2+ years experience in IT Service Desk or Help Desk environment.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with ticketing systems and remote access software.
• ITIL knowledge is advantageous.

Responsibilities

• Respond to and resolve tickets submitted via email, phone, chat and ticketing systems.
• Provide first-line technical support for hardware, software and network issues.
• Perform password resets, MFA enrollment, and basic account troubleshooting.
• Document steps and escalate issues as needed to ensure timely resolutions.

Skills

Windows OS

macOS

ITIL knowledge

Ticketing system

Remote access

MS Office

Tools

ServiceNow

Zendesk

Remote desktop

Job description

About us

ResolvGlobal Business Process Outsourcing Services is a leading provider of comprehensive business process outsourcing solutions, dedicated to delivering exceptional service excellence to our global clients. We specialise in offering innovative IT support and customer service solutions that drive operational efficiency and customer satisfaction. We are seeking an experienced IT Service Desk professionals to join our dynamic team at ResolvGlobal Business Process Outsourcing Services. This is a full-time position that plays a crucial role in delivering first-class technical support to our clients. As an IT Service Desk specialist, you will be the frontline support for users experiencing technical issues, providing timely resolutions and maintaining the highest standards of customer service. This role is strategically important to our organisation, as it directly impacts client satisfaction and ensures smooth IT operations across our supported infrastructure.

Key responsibilities

• Respond to and resolve technical support tickets submitted via email, phone, chat and ticketing systems within agreed service level agreements
• Provide first-line technical support to end-users, troubleshooting hardware, software and network-related issues

Key Responsibilities

User Account Support

• Password resets and account unlocks
• MFA enrollment and reset assistance
• Basic (SSO) troubleshooting
• Identity verification prior to account changes
• Escalation of access and permission requests as required

Endpoint & Device Support

• Basic workstation troubleshooting
• Printer support and setup assistance
• Monitor, keyboard, mouse, and docking station support
• VPN connectivity troubleshooting
• Mobile device setup and support
• Basic hardware diagnostics

Application Support

• Login and access troubleshooting
• Application access verification
• Resolution of common application issues using documented procedures
• Software installation from approved catalogs
• Browser troubleshooting and cache management

Ticket & Request Management

• Handle support requests via phone, email, chat, and ticketing systems
• Gather necessary information for diagnosis and resolution
• Categorize and prioritize incidents and requests
• Document troubleshooting steps and outcomes
• Route and escalated tickets to appropriate support teams
• Follow up on pending and escalated issues

Healthcare-Specific Support

• EHR/EMR access and login support
• Badge authentication troubleshooting
• Clinical workstation access assistance
• Shared drive and printer access support
• Basic telehealth platform assistance
• Basic medical device connectivity support following documented procedures

Employee Lifecycle Support

• User onboarding support
• Equipment request processing
• Standard access request coordination
• Offboarding ticket intake
• Coordination with HR and IT stakeholders

Knowledge Management

• Utilize existing knowledge base articles and SOPs
• Create documentation for recurring issues
• Identify process and knowledge gaps
• Recommend updates to support documentation

What we're looking for

• Proven experience working in an IT Service Desk or Help Desk environment, ideally for a minimum of 2 years
• Strong technical knowledge of Windows and/or macOS operating systems
• Familiarity with common IT support tools, ticketing systems and remote access software
• Knowledge of IT service management frameworks such as ITIL is advantageous
• Proficiency in Microsoft Office applications and familiarity with various enterprise software platforms
• CompTIA A+, CompTIA Network+ or equivalent IT certification is preferred but not essential