Night-Shift IT Service Desk Specialist

Ssg Philippines; Pasig; On-site; PHP 290,000 - 424,000; Full time

Job summary

Ssg Philippines in Pasig is seeking an experienced IT Help Desk specialist to respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system. You will provide first-level support for hardware, software, applications and network issues, diagnosing and troubleshooting to restore services quickly.

This role emphasizes ITIL practices, accurate incident logging, escalation when needed, and close collaboration with cross-functional teams to ensure seamless

Qualifications

• Graduate bachelor's degree preferably in IT or related field.
• At least 18 months of experience in Service Desk or IT Help Desk role.
• Strong problem-solving and analytical skills to quickly identify and resolve issues.
• Excellent communication and customer service skills to interact with end-users.
• Working knowledge of common desktop applications, operating systems, and hardware.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Enthusiasm for continuous learning and adaptability to new technologies.
• Onsite work in Pasig 100%, night shifts, weekends & holidays.

Responsibilities

• Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system.
• Provide first-level support for all IT - hardware, software, applications and network issues.
• Diagnose and troubleshoot a variety of hardware and software issues.
• Escalate unresolved issues to appropriate teams or higher-level support.
• Log, track, and manage incidents and service requests using ITSM tools.
• Ensure timely resolution and follow-up with users for backlog tickets.
• Create and update knowledge base articles and user guides.
• Promote ITIL best practices across the support team.
• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call or issue.
• Attempt to resolve inquiries on the call to meet Service Level targets.
• Escalate tickets not resolvable by SD according to escalation procedures.

Skills

Windows OS

Server 2016/2019

Office 365 / MS Office

Networking basics

Active Directory

SSO familiarity

ITIL framework

Cybersecurity basics

Antivirus & firewall basics

Customer service

Education

Bachelor's degree in IT / related field

Tools

AD management tools

Job description

Ssg Philippines in Pasig is seeking an experienced IT Help Desk specialist to respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system. You will provide first-level support for hardware, software, applications and network issues, diagnosing and troubleshooting to restore services quickly.

This role emphasizes ITIL practices, accurate incident logging, escalation when needed, and close collaboration with cross-functional teams to ensure seamless