Service Desk Specialist

WeSupport Incorporated; Mandaluyong; On-site; PHP 268,000 - 469,000; Full time

Job summary

WeSupport Incorporated is seeking a capable Helpdesk Analyst in Metro Manila to serve as a single point of contact for internal and external users. You will receive, log, and manage calls via telephone and email, providing first-level support using our knowledge base and logging all tickets through the ticketing system.

The role requires at least 1 year in a technical helpdesk, basic SQL/Unix knowledge, and strong customer service and communication skills.

Qualifications

• Associate's Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent.
• At least 1-year experience in a technical helpdesk role.
• Knowledgeable in basic system and network configuration.
• Familiarity with ticketing systems.
• Knowledgeable in basic SQL and Unix commands.
• Sound problem resolution, judgment, and decision-making.
• Above average communication skills and telephone manner.
• Excellent customer service.
• Strong interpersonal and organizational skills.
• Able to work independently and in a team environment.

Responsibilities

• Receive, log, and manage calls via telephone and email.
• Provide first-level support to queries and issues using the knowledge base.
• Log all tickets and service requests through the ticketing system.
• Escalate issues to appropriate departments.
• Ensure service incidents are acknowledged, escalated, and resolved according to SLA.
• Take ownership of user problems and follow up on status.
• Communicate progress to users in a timely manner.
• Prepare reports and ensure information is readily available.

Skills

First-level support

Communication skills

Customer service

Team work

Independent work

SQL

Unix commands

Knowledge of basic network config

Education

Associate's Degree in Computer Science

Bachelor's Degree in IT/CS or equivalent

Tools

Ticketing system

Job description

About the role

Single point of contact for users both internal and external. Receives, logs, and manages calls via telephone and email. Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.

Key responsibilities

• Receive, log, and manage calls via telephone and email

• Provide first-level support to queries and issues using the knowledge base

• Log all tickets and service requests through the ticketing system

• Escalate issues to appropriate departments

• Ensure service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA)

• Take ownership of user problems and follow up on status

• Communicate progress to users in a timely manner

• Prepare reports and ensure information is readily available

About you

• Associate's Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent

• At least 1-year experience in a technical helpdesk role

• Knowledgeable in basic system and network configuration

• Familiarity with ticketing systems

• Knowledgeable in basic SQL and Unix commands

• Sound problem resolution, judgment, and decision-making

• Above average communication skills and telephone manner

• Excellent customer service

• Strong interpersonal and organizational skills

• Able to work independently and in a team environment