IT Service Desk Lead – Tier 2 Support & Incident Resolution

Customer Frontline Solutions, Inc; Pasig; On-site; PHP 223,000 - 446,000; Full time

Job summary

Customer Frontline Solutions, Inc in Pasig, Philippines seeks a proactive Level 1 IT Help Desk specialist to handle incidents via phone, email, and the Self-Service Portal, delivering prompt resolutions and accurate ticketing.

The role requires proficiency with Windows, Android, macOS and iOS, strong problem-solving, and the ability to work with cross-functional teams; weekend or holiday shifts may be required.

Qualifications

• College graduate; technology/CS or related field preferred.
• Proficiency with Windows, Android, MacOS and iOS devices.
• Ability to diagnose and resolve basic computer issues.
• Strong knowledge of MS Office suite.
• 2+ years in a help desk environment.
• Experience with AWS, SQL databases, Windows/Linux servers, New Relic, and JIRA.
• Excellent written and spoken English and Tagalog communication.

Responsibilities

• Monitor and respond to Level 1 incidents via phone, email, and self-service portal.
• Provide one-level contact and resolve customer-reported issues.
• Deliver targeted technical support on a case-by-case basis.
• Record, track, route, and close incidents and requests.
• Prioritize and escalate unresolved queries to maintain customer satisfaction.
• Liaise with customers, provide feedback, and follow through to resolution.
• Perform Level 1 admin tasks such as Active Directory and other platforms.
• Recommend procedure improvements.
• Maintain and share IT service desk knowledge.
• Detect trends and report unusual activity.
• Assist other teams to design and manage effective support solutions.
• Adhere to KPIs and SLAs; follow up with customers through resolution.

Skills

Help desk experience

Communication skills (English/Tagalog)

Analytical & problem-solving

Multitasking & organization

Team collaboration

Education

Bachelor’s degree in Technology/CS or related

Tools

AWS (CloudWatch/CloudTrail)

MS SQL/MySQL

Windows Server & Linux

New Relic

JIRA

Active Directory

Job description

Customer Frontline Solutions, Inc in Pasig, Philippines seeks a proactive Level 1 IT Help Desk specialist to handle incidents via phone, email, and the Self-Service Portal, delivering prompt resolutions and accurate ticketing.

The role requires proficiency with Windows, Android, macOS and iOS, strong problem-solving, and the ability to work with cross-functional teams; weekend or holiday shifts may be required.