IT Support Associate: First-Line Troubleshooting & Helpdesk

DSV - Global Transport and Logistics; Parañaque; On-site; PHP 167,000 - 279,000; Full time

Job summary

DSV – Global transport and logistics is seeking an Assistant IT SUPPORTER to assist customers via phone, email, and chat. You will perform first-level troubleshooting, document issues, and help route tickets within IT to resolve problems promptly.

Key responsibilities include handling incident management, maintaining knowledge articles, and ensuring clear communication with Service Desk clients while upholding service standards.

Qualifications

• Graduate with a bachelor’s degree or two-year course.
• Strong analytical and problem-solving abilities.
• Excellent English communication and customer service orientation.

Responsibilities

• Serve as first point of contact for IT clients across channels.
• Perform initial troubleshooting and analysis for technical issues.
• Document cases accurately in the ITSM tool and knowledge base.
• Coordinate with other IT teams to transfer tickets when needed.
• Maintain up-to-date case information and provide information to clients.
• Follow KCS standards and contribute to published articles.

Skills

Analytical Thinking

Problem Solving

Customer care

Technical Troubleshooting

Process oriented attitude

Education

Bachelor’s degree or 2 yrs course

Tools

Service Now

Microsoft Office

Microsoft Exchange

Active Directory

KCS

Global Desktop

Job description

DSV – Global transport and logistics is seeking an Assistant IT SUPPORTER to assist customers via phone, email, and chat. You will perform first-level troubleshooting, document issues, and help route tickets within IT to resolve problems promptly.

Key responsibilities include handling incident management, maintaining knowledge articles, and ensuring clear communication with Service Desk clients while upholding service standards.