IT Service Desk SME — Onsite Manila, 24/7 Rotations

Tata Consultancy Services Limited

Taguig

On-site

PHP 500,000 - 750,000

Full time

9 hours ago

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Job summary

Tata Consultancy Services Limited in Manila, Philippines invites applications for an IT Service Desk Subject Matter Expert (SME). The role focuses on day-to-day Service Desk operations, end-user computing, and ongoing coaching of analysts to improve incident response and customer satisfaction.

You will guide teams through complex issues, enforce SOPs, and drive continuous improvements with a focus on automation and knowledge sharing.

Qualifications

3–5 years in IT Service Desk or End User Support.
Strong troubleshooting across networks, printers, Outlook, AD, and Office.
Experience with ServiceNow or similar ITSM tools.
Experience supporting users via phone, chat, and web tickets.
ITIL certification or strong working knowledge of ITIL frameworks.

Responsibilities

Manage day-to-day Service Desk operations and ensure SLA and KPI compliance.
Provide technical guidance and support for complex IT issues.
Coach and mentor Service Desk Analysts, including onboarding and upskilling.
Investigate recurring incidents, perform RCA, and implement preventive measures.
Promote knowledge sharing and cross-training across support teams.
Identify opportunities for process automation, AI adoption, and service improvements.
Drive continuous improvement initiatives across the Service Desk function.