IT Service Desk Administrator

Valor Global, Inc.; Taguig; On-site; PHP 391,000 - 580,000; Full time

Job summary

Valor Global, Inc. in Manila is seeking an IT Helpdesk professional to provide Tier 1 and Tier 2 support for desktops, laptops, Office 365, CRM tools, and VPN. You will log and resolve tickets in ServiceNow or Jira, manage AD accounts, and perform new-hire setups.

Maintain strong user experience while escalating complex issues to Senior Engineers. Willingness to work night shifts in a 24/7 BPO environment is required.

Qualifications

• Bachelor’s degree in IT, CS or equivalent.
• 1+ years in a Service Desk/IT Helpdesk, preferably in a BPO.
• Proficiency in Windows 10/11 and Microsoft 365 administration.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Familiarity with remote desktop tools and ticketing systems.
• Excellent verbal and written English communication.
• Calm and professional under pressure; strong analytical skills.
• Willing to work night shifts for 24/7 BPO operations.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware and software.
• Log, track, and resolve tickets in ITSM tools with timely deadlines.
• Manage user accounts and permissions in Active Directory.
• Perform routine system updates and new hire workstation setups.
• Route complex issues to Senior Engineers while owning user experience.

Skills

Windows & MS 365

Networking basics

Remote desktop tools

Ticketing systems

English communication

Problem solving

Shift work flexibility

Education

Bachelor’s degree in IT / CS or equivalent

Tools

ServiceNow

Jira

Active Directory

Job description

Key Responsibilities

• Provide Tier 1 and Tier 2 support for hardware (desktops, headsets, thin clients) and software (MS Office 365, CRM tools, VPN).
• Log, track, and resolve tickets via the ITSM tool (e.g., ServiceNow or Jira) while meeting strict resolution deadlines.
• Manage user accounts, password resets, and permissions within Active Directory and specialized BPO platforms.
• Perform routine system updates, patches, and workstation setups for new hire batches.
• Identify complex issues and route them to Senior Engineers or Network Teams while maintaining ownership of the user experience.

Qualifications & Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent work experience.
• At least 1–‒ years of experience in a Service Desk or IT Helpdesk role, preferably within a BPO or high-volume call center environment.
• Proficiency in Windows 10/11 and Microsoft 365 administration.
• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Familiarity with remote desktop tools and ticketing systems.
• Excellent verbal and written English communication skills.
• Ability to remain calm and professional under pressure.
• Strong analytical and problem-solving "detective" skills.
• Must be willing to work in shifting schedules (including night shifts) to support 24/7 BPO operations.

Preferred (Nice-to-Have)

• ITIL Foundation Certification.
• CompTIA A+ or Microsoft Certified Professional (MCP) status.
• Experience with VoIP or cloud-based dialer systems (e.g., Avaya, Five9, or Genesys).