IT Service Desk Specialist

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

Job Summary:

IT Service Desk Specialist is responsible for providing advanced second-level technical support to internal users. This role handles incidents and service requests in accordance with ITIL processes, manages user access for Oracle applications and Windows Active Directory, and ensures timely resolution of issues while meeting SLA and KPI targets. The position also plays a key role in major incident management, service reporting, and maintaining high standards of customer service across all support interactions.

Job Description:

Provide Level 1.5 to Level 2 support by handling calls, incidents, and service requests using Incident Management and Request Fulfillment processes in line with service objectives.

• Coordinate with network, infrastructure, and application teams for issue resolution and escalations.
• Perform troubleshooting for application, system, and network-related issues to identify root causes and provide timely resolution.

Receive, log, prioritize, and manage calls from internal users via phone and email.

Perform Oracle Application account and access management.

Provide Windows OS and Active Directory (AD) management and support.

Take ownership of user issues, track progress, and provide timely updates until resolution.

Produce service statistics, dashboards, and management reports.

Maintain a high level of customer service and adhere to IT service management principles.

Ensure Major Incident Management KPIs are monitored and repported.

Handle and coordinate major incidents end-to-end, ensuring SLA compliance.

Work closely with ITIL process owners to support Incident, Problem, Change, and Request Management.

Build strong linkages across all core ITIL processes to support end-to-end service delivery.

Preferred Qualifications:

• Proven experience providing Level 1.5 to Level 2 support.

Hands-on experience in ITIL-based Incident Management and Service Request Management.

Experience in handling major incidents, escalations, and SLA-driven environments.

Working knowledge of technical and application support, including troubleshooting and configuration.

Solid understanding of network concepts and information security fundamentals.