Service Desk Specialist: First-Line IT Support

Indra Group; Philippines; On-site; PHP 240,000 - 300,000; Full time

Job summary

Indra Group is seeking a frontline IT support professional in the Philippines to handle first-level end-user assistance across multiple channels. You will perform initial diagnosis, log incidents, classify queries, and guide users toward appropriate actions.

The role emphasizes quick resolution, security guidance, and timely communication with users. The ideal candidate will manage incident and problem lifecycles, support access issues, and contribute to process documentation while delivering

Qualifications

• Experience delivering customer support via multiple channels.
• Ability to log, categorize and resolve incidents quickly.
• Proactive problem management and incident prevention practices.

Responsibilities

• Perform first level support to assist end users at onset of an issue or request.
• Serve as first point of contact for end users seeking technical assistance via available channels.
• Provide initial investigation and diagnosis and promptly allocate unresolved issues as appropriate.
• Categorize and record reported queries and provide solutions.
• Log incidents and service requests and maintain relevant records.
• Update users on status of reported cases and advise on appropriate action.
• Monitor issues from start to resolution and escalate when needed.
• Deliver essential online security guidance and support to end users.
• Provide customer service through multiple channels and timely responses.

Skills

Customer service

Incident management

Problem management

User support

Job description

Indra Group is seeking a frontline IT support professional in the Philippines to handle first-level end-user assistance across multiple channels. You will perform initial diagnosis, log incidents, classify queries, and guide users toward appropriate actions.

The role emphasizes quick resolution, security guidance, and timely communication with users. The ideal candidate will manage incident and problem lifecycles, support access issues, and contribute to process documentation while delivering