Service Desk Associate

PJ Lhuillier Group of Companies; Makati; On-site; PHP 100,000 - 400,000; Full time

Job summary

An established industry player is seeking a Service Desk Associate to be the first point of contact for users needing technical assistance. In this role, you will resolve basic technical issues, escalate complex problems, and ensure high customer satisfaction through effective communication. Ideal candidates will have a Bachelor's degree in IT or a related field, along with strong problem-solving and customer service skills. This is an excellent opportunity for fresh graduates or those with entry-level experience, as you will be part of a diverse and inclusive workplace committed to professional growth.

Qualifications

• 6 months to 1 year of experience in a technical support or service desk role.
• Strong verbal and written communication skills with a customer service focus.

Responsibilities

• Provide first-level support for software, hardware, and network-related issues.
• Log incidents accurately and troubleshoot basic technical issues.

Skills

Technical Support

Customer Service

Problem-solving

Communication Skills

Time Management

Education

Bachelor's degree in IT or related field

Tools

Windows OS

Mac OS

Microsoft Office Suite

Job description

Responsibilities:

The Service Desk Associate serves as the first point of contact for users seeking technical assistance and support. They are responsible for resolving basic technical issues, escalating more complex problems, and ensuring a high level of customer satisfaction through effective communication and problem-solving.

1. Provide first-level support for software, hardware, and network-related issues
2. Log all incidents and service requests accurately in the ticketing system
3. Troubleshoot and resolve basic technical issues or escalate to appropriate support teams when necessary
4. Guide users through step-by-step solutions or remote desktop assistance
5. Follow up with users to ensure issues are resolved and provide updates throughout the resolution process
6. Maintain knowledge of standard operating procedures, systems, and software
7. Assist in creating and updating documentation and FAQs for common issues
8. Ensure compliance with company policies and data security standards

Qualifications:

1. 6 months to 1 year of experience in a technical support or service desk role (entry-level welcome)
2. Bachelor's degree in IT or any related field
3. Basic knowledge of Windows/Mac OS, Microsoft Office Suite, and common IT tools
4. Strong verbal and written communication skills
5. Excellent customer service and interpersonal skills
6. Ability to multi-task, prioritize, and manage time effectively
7. Problem-solving mindset and attention to detail
8. Willing to work onsite in Makati city

Fresh Graduates with Technical Support internship are encouraged to apply.

We proudly celebrate diversity. We are committed to promoting inclusion in our workplace. We consider all applicants for employment based on the qualification required for the role.