IT Service Desk (Fresh Graduates)

TATA Consultancy Services (Philippines) Inc.; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

TATA Consultancy Services (Philippines) Inc. is seeking an IT Service Desk Associate to provide frontline technical support and top-notch customer service to end users in the BGC/Taguig area.

The role focuses on incident handling, service requests, troubleshooting, and maintaining IT assets to ensure smooth daily operations. Fresh graduates with relevant IT knowledge, internships, or a strong interest in technical support are encouraged to apply.

Qualifications

• Bachelor's degree or two years college completed with no back subjects.
• Fresh graduates are encouraged to apply.
• 1-2 years IT Service Desk experience is an advantage.

Responsibilities

• Provide first and second-line investigation and diagnosis of incidents and service requests.
• Log incident details and update tickets following Service Desk procedures.
• Communicate incident progress to clients with timely updates.
• Install and configure software to meet end-user requirements.
• Escalate unresolved issues to appropriate teams within agreed timelines.
• Maintain IT assets and perform routine system updates and maintenance.

Skills

Effective communication skills

Independent work

Fresh graduates welcome

Education

Bachelor's Degree in related field

Two years college with no back subjects

Job description

Location: BGC, Taguig

Work Setup: Onsite

We are looking for a highly motivated IT Service Desk Associate to provide technical support and deliver excellent customer service to end users. This role is responsible for handling IT incidents and service requests, troubleshooting technical issues, maintaining IT assets, and ensuring seamless day-to-day IT operations.

Fresh graduates with relevant IT knowledge, internship experience, or a strong interest in technical support are encouraged to apply.

Essential Responsibilities and Duties

• Provide first and second-line investigation and diagnosis of incidents and service requests.

• Resolve and close incidents/service requests in accordance with Service Desk procedures and allocated timelines.

• Escalate unresolved incidents/service requests within agreed timeframes.

• Log relevant incident and service request details following Service Desk procedures.

• Communicate with clients regarding incident progress and updates.

• Ensure tickets are updated regularly until issues are resolved.

• Manage, prioritize, and document incoming questions and support requests via phone, email, chat, or in person.

• Resolve technical issues quickly and efficiently.

• Install and configure necessary software to meet end-user requirements.

• Escalate critical issues to the appropriate departments and support teams.

• Ensure optimal network performance.

• Perform system updates, testing, and maintenance to minimize service interruptions.

• Monitor and report on Service Desk tickets.

• Analyze IT incident reports and support requests to identify trends and recommend improvements to prevent recurring issues.

• Develop user manuals and provide guidance for end users.

• Create and maintain documentation for the Back Desk.

• Provide support during special events as needed.

• Deliver local network support and/or assist the centralized Network Team.

• Support hardware and software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting.

• Manage user account creation, deletion, and file permissions.

• Perform laptop and desktop backup management and maintenance.

• Assist with Joiner, Mover, and Leaver (JML) activities at the assigned site.

• Participate in stock and asset management activities and coordinate with the Stock Management Team.

Qualifications

• Bachelor's Degree in a related field or completion of at least two (2) years in college with no back subjects.

• Open to Fresh Graduates.

• At least 1-2 years of relevant IT Service Desk experience is an advantage.

• Experience handling and resolving support tickets is preferred.

• Ability to work independently and take initiative.

• Strong written and verbal communication skills.

• Excellent attention to detail, especially in high-pressure situations.

• Willingness to work flexible hours when required.

• Immediate joiners are preferred.

• Updated resume is required.