Remote MSP Service Desk Pro — 24/7 Night Shifts

Zohorecruit; Makati; Remote; PHP 335,000 - 614,000; Full time

Job summary

ScalableOS seeks an Enterprise Service Desk Support Specialist to provide first-line IT support for client end-users. You will handle hardware/software issues, password resets, and account management, delivering prompt service via phone, email, and chat.

You will use ServiceNow, contribute to knowledge bases, and participate in training to enhance performance. Night shifts and a long-term remote work arrangement are required.

Qualifications

• 2+ years of servicedesk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Excellent problem-solving and analytical skills.
• Customer-centric approach with focus on service excellence.
• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 environment.
• ITIL knowledge or certification is preferred.

Responsibilities

• Provide customer end user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software applications.
• Assist end users with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity issues (e.g., internet access, VPN).
• Document and track incidents and requests using the ServiceNow ITSM ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to SLAs and meet performance targets.
• Drive customer satisfaction through proactive communication and first-call resolution.

Skills

Service desk

Remote support

Customer service

Technical troubleshooting

Password resets

ITIL knowledge

Communication

Education

Bachelor’s degree in Computer Science / Information Systems

Tools

ServiceNow

Windows OS

Azure AD

Active Directory

Office 365

VPN

Exchange/Office 365

Job description

ScalableOS seeks an Enterprise Service Desk Support Specialist to provide first-line IT support for client end-users. You will handle hardware/software issues, password resets, and account management, delivering prompt service via phone, email, and chat.

You will use ServiceNow, contribute to knowledge bases, and participate in training to enhance performance. Night shifts and a long-term remote work arrangement are required.