IT Service Desk Specialist 2

20 DexCom Philippines Inc; Manila; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Benefits program

Career development

Tuition reimbursement

Global opportunities

Job summary

Dexcom Philippines is seeking an IT Helpdesk professional to provide first-level triage, troubleshooting, and remote assistance for computer systems, software and browsers. The role emphasizes delivering high-quality support to Dexcom employees globally from the Philippines.

You will track issues, document resolutions, maintain SLAs, and assist with system rollouts and security updates. A strong customer-service mindset and fluency in English are essential for success.

Qualifications

• Minimum 2–4 years of related IT support experience.
• Strong English language skills, both written and spoken.
• Experience handling offshore/remote IT support is a plus.

Responsibilities

• Provide first-level triage, troubleshooting, and remote assistance for IT issues.
• Track, report, and document recurring problems and resolutions.
• Maintain the service desk system, SLAs, and user credentials.
• Assist with project planning, system rollouts, and security/compliance updates.
• Coordinate user notifications for maintenance activities and updates.

Skills

IT support

English communication

Customer service

Education

High School diploma

Tools

Service Desk tools

Job description

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health. We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team

The DEXCOM Service Desk is an in-house IT helpdesk team established last 2019 and provides IT services to all Dexcom employees on their IT support needs globally. Responsible for screening, assessment and diagnosing internal IT inquiries and work IT requests as they relate to maintenance of computers and related Production Enterprise application systems. May prepare and process helpdesk incident reports and assist in hardware and software evaluation.

Where you come in

• You should be able to provide first-level triage, troubleshooting, and remote assistance for problems with computer systems, peripheral equipment, operating systems, and web browsers.
• You will help users solve their IT problems and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications.
• Track, report, and create documentation for recurring problems.
• You should be able to facilitate workflow processes and maintain all aspects of the internal helpdesk system. Including server maintenance, backups, and user credentials.
• You will maintain service-level agreements (SLA) within acceptable parameters as deemed by management.
• You should be able to create, update, and review documentation such as- IT notifications, diagrams, procedures, customer support, internal support, and technical support etc.
• You will assist with project planning and implementation including new systems or application rollouts, compliance, and security testing for software applications, and updating software guidelines and instructions as needed.
• You will coordinate user notifications of project and maintenance activities, and update documentation for user instructions and guidelines.
• Gather, organize, and analyze report data from multiple sources to identify patterns.
• You will document each issue and follow from entry to closure with same day communication back to end user.
• Use and maintain Service Desk ticketing system for logging, documenting, and communication of issue and resolution information.
• You should be able to effectively manage and organize IT inventory throughout the office.
• You will support and backup other IT services as needed and other duties as assigned.

What makes you successful: You must have a strong interest in the evolving IT technology, and agility at learning new products and features. You must have the ability to deliver great customer experiences in any environment, delivered with HIGH quality of support and to be invigorated by constant personal interaction. You have a strong business communication skill that let you converse as freely and comfortably with small groups as with individual customers you are engaged with. A good conversant in English language – both on speaking and writing. You must have a good work attitude, adaptability, and multi-tasking skills with hunger for growth on both personal and professional areas. Off-shore IT Support customer handling experience is a plus.

What you’ll get

• A front row seat to life changing CGM technology.
• Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Experience and Education Requirements

Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent.

#LI-Hybrid

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional. Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [e-mail].

#DexcomPhilippines Since 1999, Dexcom has simplified and revolutionized diabetes management, positively impacting millions worldwide. At Dexcom, we're more than just a medical device company; we're a collective of visionary thinkers, trailblazers, and problem solvers. Our mission transcends the ordinary. We aim to revolutionize healthcare, one groundbreaking technology at a time.