Remote Night-Shift Service Desk Agent – IT Support

ConnectOS; Mandaluyong; Remote; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Medical, Dental, Life Insurance from 1

Paid Vacation & Sick Leave

Competitive salary package & annualApp

13th Month Pay

Career growth opportunities

Job summary

ConnectOS is seeking a remote IT service desk agent in the Philippines to log faults, triage incidents per SLAs, and coordinate field dispatch across AU/NZ. You will log tickets in Zendesk, gather details, and provide timely updates to clients and vendors.

We require 1-2+ years in an IT service desk or NOC, strong English, and ITIL familiarity. The role supports rotating shifts and a work-from-home setup with competitive pay and benefits.

Qualifications

• Excellent spoken and written English.
• Proven experience speaking by phone with customers, suppliers or contractors in a business or support setting.
• 1-2+ years' experience in an IT service desk, helpdesk, NOC or dispatch environment.
• Experience with Zendesk or a similar ticketing platform (ServiceNow, Freshdesk, Jira Service Management, ConnectWise, etc.).
• Working knowledge of ITSM/ITIL concepts: incidents vs. requests, priorities, SLAs and escalation paths.
• Strong attention to detail and ability to manage multiple tickets and calls at once.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel).
• Willingness to work rotating shifts, including nights, weekends and public holidays, to cover AU/NZ time zones.

Responsibilities

• Answer and log faults, confirm site details, arrange attendance and provide status updates.
• Receive, log and categorise incidents and service requests in Zendesk.
• Triage tickets against SLAs and escalate as needed.
• Coordinate field dispatcher across AU/NZ time zones.
• Track advance parts shipments and liaise with couriers and warehouses.
• Update vendor and partner ticketing systems as required.
• Provide proactive written and verbal updates throughout the ticket lifecycle.
• Perform basic first-line troubleshooting and gather key information.

Skills

English proficiency

Phone support

IT service desk

Zendesk

ITIL/ITSM

Attention to detail

MS 365

Shift rotation

Tools

Zendesk

ServiceNow

Freshdesk

Jira Service Management

ConnectWise

Job description

ConnectOS is seeking a remote IT service desk agent in the Philippines to log faults, triage incidents per SLAs, and coordinate field dispatch across AU/NZ. You will log tickets in Zendesk, gather details, and provide timely updates to clients and vendors.

We require 1-2+ years in an IT service desk or NOC, strong English, and ITIL familiarity. The role supports rotating shifts and a work-from-home setup with competitive pay and benefits.