Junior Service Desk Specialist

NCS Philippines; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Job summary

NCS Philippines is seeking an Application Support specialist with 1-2 years of experience to assist internal and external users for portal and mobile app inquiries. You will be the single point of contact, logging and managing tickets, escalating where needed, and ensuring SLA compliance.

You will also generate reports and follow up on open issues to provide timely updates. The role emphasizes ownership of user problems, clear communication, and collaboration with cross-functional teams to

Qualifications

• Experience in Application Support, especially for portals and mobile apps.
• Support activities not related to desktop/office tools.

Responsibilities

• Provide first-level Support to users via phone and email.
• Log, track, and manage tickets; ensure escalation to appropriate teams.
• Adhere to SLA, own user issues, and communicate progress timely.
• Prepare reports and ensure data is readily available.

Skills

Application support

Portal support

Mobile apps

Tools

Ticketing system

Job description

About the role (1-2 years of working experience)

Single Point of Contact of users both internal and external. Receiving, logging, and managing calls via telephone and email. Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process. Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments. Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA). Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner. Prepares reports and assure that information is readily available. Other job-related activities that may be assigned from time to time.

About you

• Application Support experience specifically portals and mobile applications
• Support on applications not on desktop or office tools only