Service Desk Specialist

NCR Voyix; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Health insurance (dependents)

Life insurance

Annual salary raise

Job summary

NCR Voyix in the Philippines is seeking a Level 2 Servicedesk Specialist to provide advanced technical support for retail applications, operating systems, hardware, and integrated services across the APAC region.

You will troubleshoot complex issues escalated from Level 1, perform root cause analysis, document investigations, and collaborate with Engineering and Product teams to deliver effective solutions while maintaining SLA commitments.

Qualifications

• 2+ years in Service Desk, IT, or Application Support
• Strong knowledge of Windows operating systems
• Excellent English communication (written and verbal)
• Willingness to work rotating shifts

Responsibilities

• Troubleshoot and resolve complex issues escalated from Level 1 Support
• Analyze logs, system behavior, and diagnostic data to identify root causes
• Support Windows and Linux environments
• Manage incidents through resolution while meeting SLA requirements
• Collaborate with Level 1, Level 3, Engineering, and Product teams
• Document investigations, solutions, and knowledge articles
• Provide excellent customer communication and case ownership

Skills

Troubleshooting

Windows OS

Analytical thinking

Customer service

English communication

Tools

SQL

Azure

AWS

POS systems

Job description

We are seeking a Level 2 Servicedesk Specialist to provide advanced technical support for retail applications, operating systems, hardware, and integrated services. You will troubleshoot complex issues escalated from Level 1 Support, perform root cause analysis, and collaborate with Engineering and Product teams to deliver effective solutions.

This role primarily supports the APAC region and offers exposure to a wide range of technologies, including Windows, Linux, retail systems, payment solutions, and cloud-based applications.

Key Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Level 1 Support.
• Analyze logs, system behavior, and diagnostic data to identify root causes.
• Support Windows and Linux environments.
• Manage incidents through resolution while meeting SLA requirements.
• Collaborate with Level 1, Level 3, Engineering, and Product teams.
• Document investigations, solutions, and knowledge articles.
• Provide excellent customer communication and case ownership.

Qualifications

Required:

• Minimum 2 years of Service Desk, IT, or Application Support experience
• Strong knowledge of Windows operating systems
• Excellent English communication skills (written and verbal)
• Strong troubleshooting and analytical skills
• Experience working in a ticket-driven, customer-facing support environment
• Willingness to work rotating shifts

Preferred:

• Exposure to SQL, cloud platforms (Azure/AWS), payment systems, retail applications, or POS solutions
• Basic scripting or coding knowledge

What We're Looking For

• Strong problem-solving and investigative mindset
• Ability to learn and adapt to new technologies
• Excellent customer service and communication skills
• High level of ownership, accountability, and attention to detail
• Stable work history and commitment to long-term growth

What You'll Get:

• Health insurance with unlimited dependents (based on hierarchy)
• Life insurance
• Annual performance-based salary increase