IT Service Helpdesk L2

Worldwide Resources Solutions Philippines Inc.; Quezon City; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Health insurance + 2 Free Dependents

20% Night Differential

Life insurance

Staff meals provided daily

Job summary

Worldwide Resource Solutions seeks an IT Helpdesk Specialist L2 to provide exceptional troubleshooting and customer service. The role handles end-user service requests and incidents, owning resolution with a focus on timely delivery and quality outcomes.

The candidate will work on-site at Bridgetowne, Quezon City, and align with US time zones. Experience with AD, Windows, ITSM, and ServiceNow is preferred to support a growing user base.

Qualifications

• 3+ years providing desktop support or Service Desk support.
• Knowledge of PC hardware and troubleshooting techniques.
• Expertise with Active Directory, Group Policy, and Microsoft OS (7–10).
• Understanding of PC and application security in Windows networks.
• Knowledge of diagnostic utilities and ITSM processes.
• Excellent written and oral communication skills.
• Strong interpersonal skills and customer service mindset.
• Familiarity with ITIL processes.
• Willingness to work in Bridgetowne, Quezon City and during US time zones.

Responsibilities

• Develop and maintain technical knowledge of Medical Solutions products and services.
• Own and resolve allocated support incidents promptly and professionally.
• Inform IT Service Desk Leadership of client satisfaction or relationship concerns.
• Contribute to process improvements to support Service Desk success.
• Create efficient workflows to deliver timely, accurate services.
• Support SLAs to improve customer satisfaction.
• Maintain incidents and requests backlog in the ITSM system.
• Update and maintain company documentation.
• Document known issues for knowledge base accuracy.
• Utilize ITSM ticketing software and remote access tools.
• Collaborate with peers to solve problems.

Skills

Desktop support

Service Desk

Active Directory

Windows OS

ITIL basics

Customer service

Communication

Education

Bachelor's degree in IT

Tools

ServiceNow

ITSM tooling

Remote access tools

Job description

The IT Helpdesk Specialist L2 provides exceptional troubleshooting and customer service to all business partners. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and Incidents. The Service Desk Engineer must have a passion for helping people and solving problem

Job Responsibilities

• Develop and maintain an in-depth technical knowledge of Medical Solutions products, services and solutions.
• Assume full ownership and responsibility of all allocated support incidents, ensuring they are dealt with promptly and professionally and satisfactorily concluded.
• Keep IT Service Desk Leadership informed of any client satisfaction or relationship concerns.
• Actively work as a contributor for the process and procedures to help maintain the Service Desk success.
• Operational mindset: Have the ability to create efficient workflows and execute to deliver timely, accurate services.
• Help drive SLAs for better Service Desk customer satisfaction.
• Help maintain incidents and request backlog within the ITSM system.
• Update and Maintain company documentation.
• Help document known issues to ensure knowledge base articles are accurate.
• Proficient with ITSM ticketing software and remote access tools.
• Resourcefulness: the ability to figure things out independently and collaborate with peers when needed.

Job Qualifications

• 3+ years providing desktop support or Service Desk support.
• Knowledge of PC computer hardware and common troubleshooting techniques.
• Demonstrated expertise working with Active Directory, Group Policy, and Microsoft OS (7 – 10).
• Thorough understanding of PC and application security in a Windows networked environment.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• ITSM knowledge and experience.
• Foundational knowledge of ITIL processes.
• Passionate commitment to providing unparalleled customer service.
• Must be willing to work in the office at Bridgetowne, Quezon City
• Must be willing to work during US time zone

Preferences

• Experience supporting Microsoft O365 (exposure to Azure a plus)
• ServiceNow experience.
• Experience of utilizing knowledge management processes or tools
• Knowledge and experience of best practice in customer service and/or IT service management

Benefits

• Be part of a pioneer start-up team
• Health insurance + 2 Free Dependents
• 20% Night Differential
• Life insurance
• Staff meals provided daily

EQUAL EMPLOYMENT OPPORTUNITY

Worldwide Resource Solutions provides Equal Employment Opportunity in compliance with all applicable government laws, ensuring equal opportunity in all aspects of employment.