L1 IT Service Desk Support

FPT Software Philippines Corporation; Cebu City; Hybrid; PHP 335,000 - 513,000; Full time

Job summary

FPT Software Philippines Corporation in Cebu IT Park offers a hybrid IT helpdesk role with a night shift schedule. You will investigate and resolve service requests, log incidents, classify issues, and provide guidance to users while following documented procedures.

The position requires knowledge of ITSM tools such as ServiceNow or similar, Active Directory, Windows, and Office365, plus strong communication and problem-solving skills; fresh graduates are welcome to apply.

Qualifications

• With at least 6 months to 1-year relevant experience (Open to Fresh Graduates).
• Knowledge on BMC or ServiceNow ITSM system or ServiceDesk plus.
• Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
• Possess strong documentation and communication skills.
• Resolution driven and critical thinker.
• Can replicate and troubleshoot issues.
• Display strong customer service skills and interpersonal skills.
• Ability to explain complex IT concepts in simple terms.
• Possess strong analytical and problem-solving skills.
• Desire to investigate problems.
• Able to accurately follow written technical work instructions.

Responsibilities

• Investigated handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
• Identify and diagnose issues and problems.
• Investigate the source of issues and resolve it.
• Categorize and record reported queries and provide solutions.
• Support problem identification.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support.
• Provide essential online security advice and support.

Skills

Strong communication

Customer service

Analytical thinking

Problem solving

Follow instructions

Education

Fresh graduates welcome

Tools

BMC ITSM

ServiceNow ITSM

ServiceDesk Plus

Active Directory

Office 365

Windows OS

SCCM/Intune

Jira

PowerShell

Azure AD

Job description

Work Set-up: Hybrid

Work Schedule: Night Shift

Work Location: Cebu IT Park

Responsibilities

• Investigated handles requests for service, following agreed procedures.

• Promptly allocates calls as appropriate.

• Logs incidents and service requests and maintains relevant records

• Identifies and classifies incident types and service interruptions

• Records incidents cataloging them by symptom and resolution

• Acts under guidance to record and track reliability data for your services

• Identify and diagnose issues and problems.

• Investigate the source of issues and resolve it.

• Categorize and record reported queries and provide solutions.

• Support problem identification.

• Advise users on appropriate course of action.

• Monitor issues from start to resolution.

• Escalate, if needed, unresolved problems to a higher level of support.

• Provide essential online security advice and support.

Qualifications

Must Have Skill(s)

• With at least 6 months to 1-year relevant experience (Open to Fresh Graduates).

• Knowledge on BMC or ServiceNow ITSM system or ServiceDesk plus.

• Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).

• Possess strong documentation and communication skills.

• Resolution driven and critical thinker.

• Can replicate and troubleshoot issues.

• Display strong customer service skills and interpersonal skills.

• Ability to explain complex IT concepts in simple terms.

• Possess strong analytical and problem-solving skills.

• Desire to investigate problems.

• Able to accurately follow written technical work instructions.

Good to Have Skill(s)

• Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.

• Display information technology security awareness.

• Be interested in working in an environment using Kanban methodologies.