IT Service Desk Specialist: Fast, Client-Focused Support

Intro Recruitment Asia; Taguig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Intro Recruitment Asia is seeking an IT Support Specialist to provide hands-on technical and general application assistance to clients via phone, email, and portals. You will manage incidents end-to-end, triage requests, and ensure adherence to SLAs while utilizing ServiceNow and BMC Helix for efficient resolution.

The role requires 2+ years in IT support, experience in SLA-driven environments, and Japanese language proficiency (JLPT N1/N2).

Qualifications

• 2+ years in IT support or IT performance analysis.
• Experience in an SLA-driven service desk.
• Proficiency with ServiceNow or similar ITSM tools.
• JLPT N1/N2 Japanese language ability.
• Willingness to work rotating shifts, including weekends and holidays.

Responsibilities

• Provide technical and general application support via phone, email, and portals.
• Manage, triage, and resolve incidents and service requests to meet SLAs.
• Demonstrate understanding of ICT software, SaaS platforms, and hosted services.
• Document solutions in the knowledge base and contribute ideas for automation.
• Utilize ServiceNow and/or BMC Helix to deliver effective support.
• Escalate unresolved incidents per defined SLAs and thresholds.

Skills

IT support

SLA awareness

Communication

Japanese (JLPT N1/N2)

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

BMC Helix

Job description

Intro Recruitment Asia is seeking an IT Support Specialist to provide hands-on technical and general application assistance to clients via phone, email, and portals. You will manage incidents end-to-end, triage requests, and ensure adherence to SLAs while utilizing ServiceNow and BMC Helix for efficient resolution.

The role requires 2+ years in IT support, experience in SLA-driven environments, and Japanese language proficiency (JLPT N1/N2).