Service Desk Specialist — IT Support & Troubleshooting

Hammerjack Pty Ltd; Dumaguete; On-site; PHP 335,000 - 558,000; Full time

Job summary

itm8 Philippines Inc. in Dumaguete is seeking a Service Desk Specialist/Technical Support Representative to provide IT support to users by phone, manage requests, and resolve issues.

The ideal candidate holds a IT-related bachelor's degree, with ~5 years in technical/helpdesk support, strong English communication, and knowledge of Windows, MS Office, hardware and networks; willingness to work shifts.

Qualifications

• Bachelor/College degree in Information Technology, Computer Science, Computer Engineering, or equivalent.
• 5 years of experience in Technical & Helpdesk Support or equivalent preferred.
• Good English communication skills.
• Technical troubleshooting knowledge of Windows systems, MS Office products, and 3rd party software.
• Knowledge of Computer Hardware/Software, Networks, and general computer usage.

Responsibilities

• Responds to phone calls and aids users with their IT-related issues.
• Accepts and manages service requests and incidents in accordance with established procedures.
• Records incidents and service requests while keeping and managing pertinent documentation.
• Recognizes and categorizes incident types and service disruptions.
• Analyzes user issues systematically and offers solutions along with potential side effects.
• Applies expertise to resolve user issues and queries databases for potential solutions.
• Escalates complex or unresolved incidents.
• Serves as the regular point of contact, receiving and managing support requests.
• Addresses a wide range of service requests for support by supplying information to fulfill requests or facilitate resolution.
• Conducts initial investigation and diagnosis as the first line of support, promptly assigning unresolved issues as necessary.

Skills

Technical troubleshooting

Windows

MS Office

3rd party software

English communication

Hardware & Networks

Education

Bachelor's degree in IT/CS/CE

Job description

itm8 Philippines Inc. in Dumaguete is seeking a Service Desk Specialist/Technical Support Representative to provide IT support to users by phone, manage requests, and resolve issues.

The ideal candidate holds a IT-related bachelor's degree, with ~5 years in technical/helpdesk support, strong English communication, and knowledge of Windows, MS Office, hardware and networks; willingness to work shifts.