Service Desk Associate (Onsite | Makati)

KMC Solutions; Philippines; Hybrid; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary

HMO + dependent

Pantry access

Growth opportunities

Sprout platform access

Above standard leaves

Job summary

KMC Solutions is seeking a Service Desk Associate to handle calls, tickets, and emails, delivering timely IT support for hardware, software, and networking issues.

The role emphasizes SLA compliance, effective communication, and prioritization within a hybrid work setup with competitive benefits.

Qualifications

• Answers phone calls and responds to moderately complex customer inquiries.
• Log, acknowledge, categorize and prioritize all issues or request tickets.
• Provide technical assistance to end-users across platforms.
• Ensure email follow-ups and SLA adherence.
• Assist with IT support related to core business applications.

Responsibilities

• Answer phone calls and respond to inquiries.
• Log, acknowledge, and prioritize tickets.
• Assign tickets and inform the appropriate group for further troubleshooting.
• Check emails regularly and follow up beyond SLA.
• Provide users with status updates as per SLA.
• Diagnose and resolve hardware and software problems.
• Provide standard IT support to internal and external users.

Skills

Communication skills

Phone support

Prioritization

Ticketing experience

Tools

MS Windows

MS Office

Ticketing system

Job description

Make your next big career move by applying as KMC Solutions' next SERVICEDESK ASSOCIATE!

Service Desk Associate / Senior Associate main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

On top of your salary, here are the exciting benefits you can look forward to:

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.

• Making sound decision-making and flexibility to ensure team dynamics and productivity.

• Hybrid work setup

• Competitive salary and benefits

• HMO + free dependent

• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)

• Diverse learning & growth opportunities

• Accessible Cloud HR platform (Sprout)

• Above standard leaves

The main responsibilities of a SERVICEDESK ASSOCIATE include:

• Answers phone calls and responds to moderately complex customer inquiries

• Log, Acknowledge, Categorize and Prioritize all issues or request tickets

• Assign tickets and inform the appropriate group for further troubleshooting

• Check emails regularly and make follow up of tickets beyond SLA

• Provide the user with the status updates as defined in SLA

• Diagnose and resolve hardware and software problems

• Provide technical assistance to all end-users both internal and external clients

• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system

• Perform additional task that may be assigned by the immediate supervisor

It will also be favorable if you are knowledgeable in:

• Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner

• Ability to communicate effectively with all levels of staff: verbal, written and listening

• Must be punctual, detail-oriented and self -reliant