IT Service Desk Specialist — Incident & Customer Support

Tyler Technologies, Inc.; Taguig; Hybrid; PHP 648,000 - 792,000; Full time

Job summary

Tyler Technologies, Inc. in Bonifacio Global City, Philippines, is hiring a Software Support Specialist to serve as the single point of contact for Recreation Management support. The role covers incident lifecycle management and strives to restore normal service quickly while ensuring high-quality service delivery.

The position is full-time with rotating shifts to cover 6am–7pm CST and 24x7 on-call weekends. Strong communication and customer service skills are essential to success in this role.

Qualifications

• Experience in a Service Desk/IT Helpdesk environment.
• Proactive problem solver with strong customer service.
• Detail oriented and professional across all user levels.
• Working knowledge of Microsoft Office, Active Directory, Exchange, Networking, Windows and Mac desktop support.
• Excellent communication skills (written and verbal).
• Ability to follow standard processes and work in fast-paced environments.
• Strong team player with analytical mindset and trend analysis capabilities.

Responsibilities

• Provide the first and single point of contact for Recreation Management issues; aim to restore normal service quickly.
• Respond to incidents via phone, email, and ticketing system; gather information, troubleshoot, and provide workarounds.
• Manage incidents and service requests: update, categorize, prioritize, and close tickets; communicate status.
• Inform stakeholders about Major Incidents and impairments.
• Collaborate with Account Management on escalations.
• Create and maintain documentation for configurations and procedures.
• Document troubleshooting steps and resolutions in tickets.
• Analyze incidents to proactively resolve recurring issues.

Skills

Customer service

Interpersonal skills

Written and verbal communication

Problem solving

Ability to follow processes

Team player

Analytical thinking

Continuous improvement

Hardware installation & Troubleshoot

SQL background

Tools

Zendesk

JIRA/Jira Service Management

Job description

Tyler Technologies, Inc. in Bonifacio Global City, Philippines, is hiring a Software Support Specialist to serve as the single point of contact for Recreation Management support. The role covers incident lifecycle management and strives to restore normal service quickly while ensuring high-quality service delivery.

The position is full-time with rotating shifts to cover 6am–7pm CST and 24x7 on-call weekends. Strong communication and customer service skills are essential to success in this role.