Service Desk Specialist – ITSM & Client Support

Ubiquity; Taguig; On-site; PHP 279,000 - 424,080; Full time

Job summary

Ubiquity in Manila seeks a dedicated Service Desk Officer to provide exceptional IT support to clients and internal teams. You will handle inquiries, troubleshoot issues, and document resolutions in our ticketing system while collaborating with technical teams to resolve complex problems.

Ideal candidates bring at least 2 years in a service desk role, familiarity with ITIL and service management, strong analytical and communication skills, and a customer-oriented mindset.

Qualifications

• Minimum 2 years in a service desk or help desk role.
• Familiarity with ITIL framework and service management practices.
• Strong analytical skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to work well under pressure in a fast-paced environment.
• Customer-oriented mindset with a passion for helping others.

Responsibilities

• Respond to user inquiries and issues via phone, email, or chat.
• Troubleshoot hardware and software problems efficiently.
• Document incidents and resolutions in the ticketing system.
• Collaborate with technical teams to resolve complex issues.
• Monitor and elevate unresolved tickets as necessary.
• Assist in creating knowledge base articles for common issues.
• Provide training to new team members on service desk processes.

Skills

Problem solving

Communication

Analytical skills

ITIL familiarity

Customer focus

Tools

Ticketing system

Job description

Ubiquity in Manila seeks a dedicated Service Desk Officer to provide exceptional IT support to clients and internal teams. You will handle inquiries, troubleshoot issues, and document resolutions in our ticketing system while collaborating with technical teams to resolve complex problems.

Ideal candidates bring at least 2 years in a service desk role, familiarity with ITIL and service management, strong analytical and communication skills, and a customer-oriented mindset.