IT Support Specialist — First-Line Desktop & Incident Resolution

Hammerjack Pty Ltd; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

SGS is seeking a detail-oriented Desktop Support Analyst to provide first line support to affiliates and external clients. You will resolve desktop hardware, OS (Windows 11), and application issues, and manage incidents through their lifecycle.

You will determine incident severity, route information, and ensure timely resolution with strong communication across multicultural teams. This role demands accuracy, proactive problem solving, and customer-facing professionalism.

Qualifications

• Must be accurate in updates to the system.
• Strong problem-solving abilities.
• Pro-active mindset to drive improvements.
• Clear, effective communication with users.
• Ability to work with local and remote teams.
• Willingness to learn new products.
• Customer-facing experience is preferred.

Responsibilities

• Provide first line support to SGS affiliates and external clients.
• Resolve desktop hardware, OS (Windows 11), and application issues.
• Fast-paced incident handling, escalation, and information routing.
• Decide incident severity/priority and determine resolution or escalation path.
• Validate and classify incidents/requests; record issues in tracking tools.
• First contact resolution and troubleshooting via phone and remote access tools.
• Manage incidents throughout their lifecycle.

Skills

Dependability

Problem Solving

Pro-activity

Communication

Teamwork

Technical Skills

Customer Skills

Education

Bachelor's degree or equivalent in engineering or information technology/service management courses

Job description

SGS is seeking a detail-oriented Desktop Support Analyst to provide first line support to affiliates and external clients. You will resolve desktop hardware, OS (Windows 11), and application issues, and manage incidents through their lifecycle.

You will determine incident severity, route information, and ensure timely resolution with strong communication across multicultural teams. This role demands accuracy, proactive problem solving, and customer-facing professionalism.