IT Service Desk Associate — Frontline Tech Support

Qbe; Compostela; On-site; PHP 180,000 - 340,000; Full time

Job summary

QBE is seeking a Technology Help Desk Associate in Cebu City, Philippines, to deliver technical support to internal and external users globally. The role focuses on incident and service request management, IT policies, and customer service across multiple channels.

Responsibilities include Level 1 incident handling, problem resolution, and contributing to ITSM processes. Availability for shift work, including holidays and weekends, is required to meet operational needs.

Qualifications

• Tertiary degree or equivalent combination of education and work experience.
• Experience in an ITIL based environment is advantageous.
• Prior IT Help desk/Service Desk experience is required.

Responsibilities

• Perform problem and Level 1 incident management activities, including analysing, documenting, and managing incidents from various customer communication channels.
• Provide excellent customer service through daily interactions.
• Take ownership and responsibility for resolving issues.
• Troubleshoot end‑user issues on software applications, hardware, network, telecommunication systems, and remote desktop support.
• Assist in developing and maintaining problem and incident management processes and procedures.
• Manage Incidents or Requests following IT processes and procedures.
• Willing to work on shifting schedules, including holidays and weekends, to meet operational requirements.
• Continuously evaluate operational risks and improvement opportunities, applying sound judgment to assess impacts and taking timely actions to prevent risks by integrating risk thinking into daily decisions and delivery behaviours against plans by agreed dates.

Skills

ITIL

Help desk

Incident management

Troubleshooting

Customer service

Communication

Problem solving

Remote desktop support

Networks basics

Hardware & software

Education

Bachelor's degree or equivalent

Job description

QBE is seeking a Technology Help Desk Associate in Cebu City, Philippines, to deliver technical support to internal and external users globally. The role focuses on incident and service request management, IT policies, and customer service across multiple channels.

Responsibilities include Level 1 incident handling, problem resolution, and contributing to ITSM processes. Availability for shift work, including holidays and weekends, is required to meet operational needs.