Service Desk

eBiZolution Incorporated; Makati; On-site; PHP 300,000 - 600,000; Full time

Job summary

eBiZolution Incorporated is seeking a Service Desk professional in Metro Manila to provide first-level technical support, manage incidents and service requests, and ensure timely resolution within SLAs. The role emphasizes strong communication and customer service skills and a collaborative approach to meet service targets.

The ideal candidate has a relevant degree or diploma and at least three years of IT service desk experience, with a focus on maintaining accurate incident records and

Qualifications

• Relevant degree, diploma, or equivalent professional experience.
• Three years of IT service desk/helpdesk experience.
• Strong communication, problem-solving, and customer service skills.
• Ability to work collaboratively and meet established service targets.

Responsibilities

• Provide first-level technical support and troubleshoot hardware, software, and system-related issues
• Receive, document, prioritize, and resolve service requests and incidents
• Escalate unresolved issues to the appropriate technical teams
• Monitor service performance and ensure compliance with SLAs and quality standards
• Maintain accurate records of incidents, service requests, and resolutions
• Support continuous improvement of service desk processes and customer satisfaction

Skills

Communication

Problem-solving

Customer service

Education

Relevant degree/diploma

Job description

About the role

The Service Desk team is responsible for providing technical support, managing IT incidents and service requests, troubleshooting technical issues, and ensuring timely resolution in accordance with established Service Level Agreements (SLAs).

Key responsibilities

• Provide first-level technical support and troubleshoot hardware, software, and system-related issues
• Receive, document, prioritize, and resolve service requests and incidents
• Escalate unresolved issues to the appropriate technical teams
• Monitor service performance and ensure compliance with SLAs and quality standards
• Maintain accurate records of incidents, service requests, and resolutions
• Support continuous improvement of service desk processes and customer satisfaction

About you

• Relevant degree, diploma, or equivalent professional experience
• Average of at least three (3) years of IT service desk/helpdesk experience
• Strong communication, problem-solving, and customer service skills
• Ability to work collaboratively and meet established service targets