IT Service Desk: Level 2 Support & Major Incidents Lead

Innovathink Corporation; Las Piñas; On-site; PHP 260,000 - 520,000; Full time

Job summary

Innovathink Corporation in Las Piñas, Metro Manila, is seeking an IT Service Desk Specialist to deliver advanced second-level technical support to internal users. You will handle incidents and requests per ITIL, manage Oracle App access and Windows AD, and ensure timely resolutions with SLA adherence.

You will coordinate with network, infrastructure, and application teams, troubleshoot across apps and networks, and generate service reports while maintaining high customer service standards.

Qualifications

• Hands-on ITIL-based Incident Management and Service Request Management experience.
• Experience handling major incidents, escalations, and SLA-driven environments.
• Solid troubleshooting and configuration skills across technical and application domains.
• Good understanding of network concepts and information security fundamentals.

Responsibilities

• Provide Level 1.5 to Level 2 support by handling calls, incidents, and service requests.
• Coordinate with network, infrastructure, and application teams for issue resolution and escalations.
• Perform troubleshooting for application, system, and network issues to identify root causes and timely resolution.
• Receive, log, prioritize, and manage calls from internal users via phone and email.
• Provide Windows OS and Active Directory management and support.
• Take ownership of user issues and provide timely updates until resolution.
• Produce service statistics, dashboards, and management reports.
• Support Major Incident Management KPIs and coordinate major incidents end-to-end.

Skills

ITIL-based Incident Management

Service Request Management

Oracle Applications

Active Directory

Network concepts

Information security basics

Education

Tools

Oracle Applications

Active Directory

Job description

Innovathink Corporation in Las Piñas, Metro Manila, is seeking an IT Service Desk Specialist to deliver advanced second-level technical support to internal users. You will handle incidents and requests per ITIL, manage Oracle App access and Windows AD, and ensure timely resolutions with SLA adherence.

You will coordinate with network, infrastructure, and application teams, troubleshoot across apps and networks, and generate service reports while maintaining high customer service standards.