Service Desk Specialist

Infinit-O; Pasay; On-site; PHP 335,000 - 614,000; Full time

Job summary

Infinit-O in Pasay, Metro Manila, is seeking an IT Service Desk Specialist to support Priority 1 outages and everyday IT issues for an international client base. You will follow defined TS processes, log tickets, and communicate clearly in English.

Requirements include 1+ year experience, a BS IT degree, strong English, ability to work with minimal supervision, and willingness to work shifting schedules including weekends.

Qualifications

• 1+ year experience as IT Service Desk Specialist in an international company.
• Excellent command in English for both written and verbal.
• Experience handling hardware, software and some network issues.
• BS IT graduate.
• Willing to work shifting schedule including weekends.
• Able to work with minimal supervision.

Responsibilities

• Support Priority 1 issues (All Outages, Network, power, telecom) following TS processes.
• Handle regular IT issues: account creation, login, email, Citrix, Office 365, OS and office apps troubles.
• Escalate unresolved issues after TS steps and coordinate with on-site support when needed.
• Complete all assigned tickets during US business hours with accurate log entries.
• Log calls accurately in ConnectWise and maintain proper time entries.

Skills

English proficiency

Education

BS IT

Job description

Infinit-O isn’t just about business process optimization, we’re about people. For over 20 years, we’ve been helping some of the world’s fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction.

But what truly sets us apart is our culture. At Infinit-O, diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people‑first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certified company, we’re dedicated to making a positive impact not just in business but in the communities we serve.

With a highly engaged and innovative team, we don’t just optimize processes; we also create meaningful change.

Job Description:

1. Support Priority 1 issues (All Outages, Network,power,telecom) - Top Priority process/TS should be followed

2. Support regular issues:

• Account creation in PCC, Sigmacare, PC log in, Email, Citrix, Office 365
• Configure or set up Outlook, webmail, mobile, email forwarding etc,
• Account termination, password reset, local account creation
• Any issues about OS, Outlook, Word, Excel, Adobe or any application installed on company issued laptop/mobile device
• Printer issues, wired, network, fax, fax to email, efax, Add new printers
• Citrix issues, PCC kiosks, Hardware TS, wireless network issues

3. Some issues that can be escalated, unresolved after exhausting all necessary TS, Open DNS, installation of 3rd party application, orders, return waybill, issues needing onsite tech or any HW replacement, MFA, Confirmed Virus Infection

4. Complete all assigned tickets (for TMs on US Business Hours). Answer and grab all the tickets in the system

5. Accurate call log and time entries on the ConnectWise ticketing system.

Requirements

1) With at least 1 year experience as an IT Service Desk Specialist in an international company

2) Has excellent command in English for both Written and Verbal

3) Has worked on IT concerns from hardware, software and some network related issues

4) A graduate of BS IT

5) Can work with less supervision

6) Willing to work in a shifting schedule including weekends