IT Service Desk Expert: First-Line Technical Support

ITM8 PHILIPPINES INC.; Dumaguete; On-site; PHP 260,000 - 400,000; Full time

Job summary

itm8 Philippines Inc. provides IT support to users via phone and incident management. The role involves handling service requests and incidents, documenting issues, and ensuring timely resolution as the first line of support.

The ideal candidate has a IT-related degree, solid English communication, and 5 years in technical/helpdesk roles. The position requires willingness to work on shifting schedules and may involve relocation.

Qualifications

• Bachelor/College degree in IT, CS, CE or equivalent.
• Preferably 5 years in technical and helpdesk support.
• Good English communication skills.
• Knowledge of Windows, MS Office and common software tools.

Responsibilities

• Responds to phone calls and assists users with IT-related issues.
• Accepts and manages service requests and incidents per procedures.
• Records incidents and requests with pertinent documentation.
• Classifies incident types and service disruptions.
• Analyzes issues and proposes solutions with potential side effects.
• Escalates complex or unresolved incidents as needed.

Skills

English communication

Technical troubleshooting

Customer service

Problem solving

Education

Bachelor in IT/CS/CE or equivalent

Tools

Windows OS

MS Office

3rd party software

Job description

itm8 Philippines Inc. provides IT support to users via phone and incident management. The role involves handling service requests and incidents, documenting issues, and ensuring timely resolution as the first line of support.

The ideal candidate has a IT-related degree, solid English communication, and 5 years in technical/helpdesk roles. The position requires willingness to work on shifting schedules and may involve relocation.