IT Service Desk Specialist

Kuehne Nagel; Cebu City; On-site; PHP 700,000 - 900,000; Full time

Job summary

At Kuehne+Nagel, this IT role focuses on managing, developing, and supporting the technology infrastructure that powers our global systems and operations. You will provide enterprise-level support to customers and partners, troubleshoot incidents, and contribute to continuous improvement across technical teams.

Ideal candidates have 2–3 years of practical support experience, strong English communication, and a proactive, customer-focused mindset to thrive in a fast-paced, international logistics

Qualifications

• Proven experience in enterprise IT support and incident handling.
• Strong communication and problem-solving skills.
• Ability to interact with teams across countries and cultures.

Responsibilities

• Provide enterprise-level IT support to customers and partners.
• Troubleshoot incidents, resolve problems, and escalate when needed.
• Collaborate with development on product issues and improvements.
• Mentor junior support engineers and share knowledge.
• Contribute to new technical improvement projects.
• Assist in after-hours support on rotation basis.
• Update knowledge base with solutions and documentation.

Skills

Customer-focused IT support

Troubleshooting

Communication skills

English proficiency

Mentoring

Job description

It's more than a job

In this IT role, you will manage, develop, and support the technology infrastructure that powers Kuehne+Nagel’s global systems and operations. This contribution is vital to making both special and ordinary moments in the lives of people a reality. In fact, your work enables our teams to deliver fresh fruit, time-sensitive healthcare products and much more to people all around the world. Working in IT at Kuehne+Nagel contributes to more than we imagine.

It's more than a job

In this IT role, you will manage, develop, and support the technology infrastructure that powers Kuehne+Nagel’s global systems and operations. This contribution is vital to making both special and ordinary moments in the lives of people a reality. In fact, your work enables our teams to deliver fresh fruit, time-sensitive healthcare products and much more to people all around the world. Working in IT at Kuehne+Nagel contributes to more than we imagine.

Your Role

You will be responsible for providing enterprise-level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with development on various product issues, and contribute to projects. Also, you will be responsible for handling difficult, complex tasks that will be delegated to you by support agents. You will be involved in improvement of the existing workflows/processes and defining next steps for improvements together with technical teams and management.

Your Responsibilities

• Resolve problems in response to customer/system reported incidents via trouble tickets.
• Setup and configure requests together with customer(s).
• Make changes to existing setups based on customer description.
• Handling of difficult tasks that are escalated from support engineers.
• Prepare error diagnostics and detailed problem descriptions for escalation and handover.
• Improvement of customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Involvement in new technical improvement projects.
• Mentoring of support engineers.
• Undertake and participate in development activities in conjunction with the other IT departments.
• After hour support on rotation basis
• Update the knowledge base for all kind of solutions and documentations.
• Other one-time tasks assigned by Manager.
• Other duties assigned by Manager.

Your Skills And Experiences

• Investigative nature, able to discover the problem of the customer, partner or stakeholder.
• Highly focused, with high interest in solving problems using existing / new technologies.
• Keen attention to detail with demonstrated ability to understand the big picture.
• Proactive, efficient, customer-focused and able to work under pressure with tight timelines.
• Effectively and efficiently, manage multiple projects and competing deadlines with minimal supervision.
• Ability to interact with different countries, cultures, clients (internal and external).
• At least 2-3 years of practical operational, support experience.
• Good communication and presentation skills.
• Excellent English language skills, both written and spoken.
• Experience in logistics- or transport business is preferred.

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.