IT Service Desk Specialist - Frontline Support & Knowledge

Toyota Financial Services Philippines Corporation; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Toyota Financial Services Philippines Corporation in Makati is seeking an IT Support Analyst to be the frontline for employee IT needs, logging and triaging incidents and service requests, and performing initial troubleshooting. You will monitor tickets, provide updates, escalate when needed, and help ensure SLAs are met, while guiding users on approved support channels and onboarding activities.

The role also supports ITIL-aligned processes such as Incident, Service Request, Knowledge, Change

Qualifications

Responsibilities

• Incident & Service Request Management: log, categorize, prioritize and assign incidents and requests; perform first-level troubleshooting and resolution within procedures; escalate when necessary; monitor tickets until closure and provide updates; ensure adherence to SLAs.
• End-User Support & Customer Experience: provide professional IT support; assist with hardware/software/access issues; guide users to approved channels; support onboarding and account setup; maintain positive customer service and communication.
• IT Service Management Practices: support ITIL-aligned processes including Incident, Service Request, Knowledge, Change Enablement, Service Level Management; document and categorize incidents/requests; assist in Problem Management data collection; follow escalation procedures for major incidents.
• Knowledge Management & Documentation: create and maintain support docs, work instructions, and knowledge articles; document common issues and resolutions; ensure ticket updates and resolution notes are complete; support knowledge base maintenance

Skills

Customer service

Troubleshooting

Communication skills

Tools

ITSM tool

Knowledge base

Job description

Toyota Financial Services Philippines Corporation in Makati is seeking an IT Support Analyst to be the frontline for employee IT needs, logging and triaging incidents and service requests, and performing initial troubleshooting. You will monitor tickets, provide updates, escalate when needed, and help ensure SLAs are met, while guiding users on approved support channels and onboarding activities.

The role also supports ITIL-aligned processes such as Incident, Service Request, Knowledge, Change