Service Desk Specialist II

Astreya Partners Inc. Under the name Astreya PHP, Philippine Branch; Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Astreya PHP, Philippine Branch in Manila is seeking a Service Desk Specialist II to support one of Astreya’s key clients. The role focuses on troubleshooting and resolving desktop hardware and software issues while delivering excellent customer service to end users.

You will follow company policies, work with limited supervision, and collaborate with IT teams. A bachelor’s degree2–5 years of related experience are required for the role.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• Able to follow SOPs and ticketing procedures.
• Proficient in hardware and software troubleshooting.
• Strong communication and customer service skills.

Responsibilities

• Image, update and resolve computer hardware/software issues for new and existing employees.
• Maintain equipment inventory and RMAs.
• Manage on-site presence and pickup/delivery of equipment.
• Monitor, update and escalate tickets in the ticketing system.
• Respond to tickets and plan workload.
• Provide routine troubleshooting and VPN access support.
• Other duties as required.

Skills

Relationship building

Judgment

Independence

Coordination

Escalation

Communication

Interpersonal skills

Customer service

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Software installation

Education

Bachelor’s degree in Computer Science or related field

Job description

What this Job Entails

The Service Desk Specialist II will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures. Scope: Applies company policies and procedures to resolve a variety of issues Works on problems of moderate scope Receives general instructions on routine work and detailed instructions on new projects

Your Roles and Responsibilities

• Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
• Maintain equipment inventory, including processing RMAs and ordering new equipment.
• Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.
• Participates in monitoring, updating and maintaining tickets in a defined ticketing system.
• Responds to tickets, contacts users and plans workload.
• Update, track and elevate the ticket to appropriate levels/group for resolution as required.
• Sign off on closed tickets with the user to include follow up specifically to the end user.
• Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
• Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.
• Other duties as required.

Required Qualifications/Skills

• Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience;
• Builds productive internal and external working relationships
• Exercises judgment within defined procedures and practices to determine appropriate action
• Ability to work independently with minimal supervision
• Excellent coordination skills and a team player
• Ability to identify issues and escalat as needed
• Excellent written and oral communication skills
• Strong interpersonal and customer service skills
• Knowledgeable about hardware, software, and network troubleshooting
• Understanding of software application use and installation
• Ability to resolve technical issues under pressure

Physical Demand & Work Environment

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

We’re so glad you’re here.

Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence.

We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth.

At Astreya, transparency, accountability, and trust guide how we work with each other and our customers.

We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact.

Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!