Service Desk Specialist

NCS Philippines; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

NCS Philippines is seeking an IT Helpdesk Support Analyst to be the single point of contact for internal and external users in the Philippines. The role requires 1+ year of technical helpdesk experience and familiarity with ticketing systems, basic SQL, and Unix commands.

You will log, track, and escalate incidents, provide first-level support, and produce regular reports while ensuring adherence to SLA timelines in a fast-paced environment.

Qualifications

• Education required: Associates degree in Computer Science or Bachelor’s in IT/CS or equivalent.

Responsibilities

• Single Point of Contact of users both internal and external.

Skills

Single point of contact

First-level support

Communication skills

Teamwork

Ability to work under SLA

Education

Associates Degree in Computer Science or Bachelor’s Degree in IT/CS

Tools

Ticketing system

SQL basics

Unix commands

Job description

DUTIES AND RESPONSIBILITIES:

• Single 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.

JOB SPECIFICATIONS

• Education – Associates Degree in Computer Science or Bachelor’s Degree in IT, Computer Science orequivalent
• Related Work Experience – At least 1-year experience in a technical helpdesk role
• Knowledge – Knowledgeable in the following:
  • Basic system and network configuration
  • Familiarity with the ticketing system.
  • Knowledgeable in basic SQL and Unix commands.
  • with experience in mobile applications

• Skills:
  • 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
  • Must be adept to work in a fast-paced environment with tight SLAs