Service Desk Specialist

WeSupport Incorporated; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

WeSupport Incorporated is seeking a capable Helpdesk professional to provide first-line IT support for internal and external users. You will log and manage calls via phone and email, use the knowledge base, and ensure escalation to the right teams within SLA timelines.

You will log tickets in the ticketing system, pursue timely resolutions, and generate reports as needed. The role may require working at Mandaluyong or BGC locations and coordinating with multiple departments.

Qualifications

• Associates or Bachelor’s degree in IT/CS or equivalent.
• 1 year of experience in a technical helpdesk role.
• Knowledgeable in basic system and network configuration.
• Familiarity with the ticketing system.
• Knowledgeable in basic SQL and Unix commands.
• Strong problem resolution, judgment, and decision-making.
• Excellent customer service and communication skills.
• Able to work with little supervision and in a team environment.

Responsibilities

• Receiving, logging, and managing calls via telephone and email.
• Provides first-level support per knowledge base and incident management process.
• Logs tickets through Ticketing System and escalates to appropriate departments.
• Ensures service incidents are acknowledged, escalated, and resolved per SLA.
• Takes ownership of user problems and follows up with progress updates.
• Prepares reports and ensures information is readily available.

Skills

Helpdesk experience

SQL basics

Unix commands

Ticketing system

Communication skills

Teamwork

Work independently

Education

Associate’s Degree in Computer Science

Bachelor’s Degree in IT/CS or equivalent

Tools

Ticketing System

Job description

About the role

Point of Contact of users both internal and external. Receiving, logging, and managing 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. Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments. Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA). Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner. Prepares reports and assure that information is readily available. Other job-related activities that may be assigned from time to time.

Qualifications

• Associates 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 the ticketing system
• 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 with little supervision and in a team environment
• The candidate should be amenable to work either on Mandaluyong or BGC.

Key responsibilities

• Receiving, logging, and managing 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
• Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments
• Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA)
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner
• Prepares reports and assure that information is readily available