Remote Service Desk Specialist — 24/7 IT Support

SCALABLE OS CORP.; Makati; Remote; PHP 279,000 - 502,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Service Desk Support professional to provide first-line technical support to client end-users.

You will troubleshoot hardware/software, manage accounts, and perform password resets via phone, email, and chat, while contributing to our knowledge base and maintaining a white-glove customer experience. Responsibilities include diagnosing issues across desktops, printers, and common apps, offering remote assistance, and ensuring SLAs are met.

Qualifications

• Minimum 2+ years in a service desk role, MSP experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer-facing skills.
• Proven problem solving and analytical abilities.
• Customer-centric mindset with focus on service excellence.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with ITIL concepts and practices.
• Experience with Windows OS, Office 365, Azure AD, AD, and Exchange/Office 365.
• Familiar with ServiceNow ticketing system and remote support tools.
• Bachelor’s degree or equivalent in CS/IS or related field.
• Willingness to work 1st/2nd/3rd shift in a 24/7 support environment.
• Spanish language skills a plus.

Responsibilities

• Provide first-line technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, peripherals, and common software.
• Assist with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity and VPN issues.
• Document and track incidents in ServiceNow.
• Escalate complex issues to higher-level teams as needed.
• Adhere to SLAs and meet performance targets.
• Utilize knowledge base to resolve issues and improve efficiency.
• Drive customer satisfaction through clear communication and first-call resolution.
• Demonstrate empathy, patience, and a positive attitude.

Skills

Service desk experience

Communication skills

Problem solving

Team player

ITIL knowledge

Windows OS

ServiceNow

Remote assistance tools

Time management

Bachelor's degree (CS/IS)

Education

Bachelor's degree in Computer Science or Information Systems

Tools

ServiceNow

Office 365

Azure AD

Active Directory

Exchange Online

Job description

SCALABLE OS CORP. is seeking a Service Desk Support professional to provide first-line technical support to client end-users.

You will troubleshoot hardware/software, manage accounts, and perform password resets via phone, email, and chat, while contributing to our knowledge base and maintaining a white-glove customer experience. Responsibilities include diagnosing issues across desktops, printers, and common apps, offering remote assistance, and ensuring SLAs are met.