IT Service Desk Specialist - Fast First-Call Support

SSG; Pasig; On-site; PHP 279,000 - 391,000; Full time

Job summary

SSG in Pasig, Philippines, is seeking a Service Desk Specialist to provide first-line IT support. You will handle end-user requests via phone, email, or ticketing system, diagnose issues, and ensure timely resolution.

The ideal candidate has a bachelor's in IT and at least 18 months in a service desk role, strong problem-solving, and excellent communication. This on-site position requires availability for night shifts and weekends.

Qualifications

• Graduate with IT degree; related experience welcomed.
• At least 18 months experience in Service Desk or IT Help Desk.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Working knowledge of desktop OS, hardware.
• Able to multitask in a fast-paced environment.
• Willing to work onsite in Pasig and night shifts.
• Ability to adapt to new technologies.

Responsibilities

• Respond to and resolve IT support requests from end-users.
• Provide first-level support for hardware, software, and network issues.
• Log, track, and manage incidents using ITSM tools.
• Escalate unresolved issues per escalation procedures.
• Maintain knowledge base articles and user guides.
• Ensure service level targets for first-call resolution.
• Collaborate with cross-functional teams for service delivery.

Skills

Problem solving

Customer service

Excellent communication

Desktop OS knowledge

Office 365 / MS Office

Active Directory/AD

ITIL familiarity

Education

Bachelor's degree in IT

Tools

ITSM tools

Ticketing systems

Job description

SSG in Pasig, Philippines, is seeking a Service Desk Specialist to provide first-line IT support. You will handle end-user requests via phone, email, or ticketing system, diagnose issues, and ensure timely resolution.

The ideal candidate has a bachelor's in IT and at least 18 months in a service desk role, strong problem-solving, and excellent communication. This on-site position requires availability for night shifts and weekends.