Service Desk Administrator II

Talent Map Global BPO Inc.; Angeles; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Night Shift Differential

SSS/PhilHealth/Pag-IBIG

13th-month pay

HMO

Paid Leave

Job summary

Talent Map Global BPO, Inc. is seeking a Service Desk Administrator II to deliver advanced IT support across desktops, laptops, mobile devices, and networks for end users in a fast-paced environment.

You will resolve escalated issues, manage user accounts through AD/AAD, support Microsoft 365 and VPNs, and contribute to knowledge base and SOP improvements, while mentoring Tier I staff and participating in on-call rotations.

Qualifications

• Associate's or Bachelor's degree in Information Technology or related field
• 3–5 years in IT Service Desk or similar role
• Experience providing Tier II support and resolving escalated IT issues
• Strong knowledge of Windows and Microsoft 365
• Experience with Active Directory / Azure AD and access provisioning
• Experience troubleshooting desktops, laptops, mobile devices, applications, and connectivity
• Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, Zendesk
• Strong analytical and problem-solving skills
• Excellent verbal and written English communication
• Strong customer-service orientation

Responsibilities

• Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals
• Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments
• Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system
• Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance
• Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD)
• Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools
• Assist with device imaging, deployments, upgrades, and patching
• Create, maintain, and improve knowledge base articles, SOPs, and technical documentation
• Identify recurring issues and recommend solutions to improve service desk efficiency and user experience
• Participate in after-hours or on-call support rotations as required

Skills

Tier II support

Windows & MS 365

Active Directory/Azure AD

IT troubleshooting

English communication

Customer service

Education

Associate's or Bachelor's in IT

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

About the role

The Service Desk Administrator II provides advanced technical support and serves as an escalation point for complex IT issues. This role supports end users across hardware, software, and network environments while contributing to service desk process improvements, documentation, and mentoring of Tier I staff. The Service Desk Administrator II plays a key role in maintaining service levels, ensuring timely resolution of incidents, and supporting IT operational excellence.

Key responsibilities

• Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals

• Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments

• Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system

• Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance

• Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD)

• Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools

• Assist with device imaging, deployments, upgrades, and patching

• Create, maintain, and improve knowledge base articles, SOPs, and technical documentation

• Identify recurring issues and recommend solutions to improve service desk efficiency and user experience

• Participate in after-hours or on-call support rotations as required

About you

• Associate's or Bachelor's degree in Information Technology or a related field; equivalent relevant work experience may be considered

• 3–5 years of experience in IT Service Desk, Help Desk, or technical support

• Demonstrated experience providing Tier II technical support and resolving escalated IT issues

• Strong working knowledge of Windows operating systems and Microsoft 365

• Experience with Active Directory / Azure AD, user account administration, access provisioning, group memberships, and password management

• Experience troubleshooting desktops, laptops, mobile devices, applications, peripherals, and connectivity issues

• Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or comparable systems

• Strong technical troubleshooting, analytical, and problem-solving skills

• Excellent verbal and written English communication skills

• Strong customer-service and end-user support orientation

Benefits

• Base Salary - Competitive gross basic monthly salary, commensurate with qualifications, relevant experience, and technical expertise

• Night Shift Differential - Provided in accordance with applicable Philippine labor requirements and company policy

• Statutory Benefits - SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable holiday pay in accordance with Philippine law

• Health Coverage - HMO coverage subject to the eligibility date and terms stated in the employment offer and company policy

• Paid Leave - Vacation and sick leave benefits subject to eligibility, accrual rules, and company policy

About us

Talent Map Global BPO, Inc. is a global talent solutions and business process outsourcing company connecting skilled professionals in the Philippines with growing North American businesses. We build dedicated offshore teams across technology, finance and accounting, marketing, and enterprise operations. Our people-first culture is grounded in collaboration, integrity, continuous learning, and operational excellence. Team members gain meaningful exposure to international clients while building long-term careers in a supportive, performance-focused environment.