Service Desk Support

SSG; Pasig; On-site; PHP 279,000 - 391,000; Full time

Job summary

SSG in Pasig, Philippines, is seeking a Service Desk Specialist to provide first-line IT support. You will handle end-user requests via phone, email, or ticketing system, diagnose issues, and ensure timely resolution.

The ideal candidate has a bachelor's in IT and at least 18 months in a service desk role, strong problem-solving, and excellent communication. This on-site position requires availability for night shifts and weekends.

Qualifications

• Graduate with IT degree; related experience welcomed.
• At least 18 months experience in Service Desk or IT Help Desk.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Working knowledge of desktop OS, hardware.
• Able to multitask in a fast-paced environment.
• Willing to work onsite in Pasig and night shifts.
• Ability to adapt to new technologies.

Responsibilities

• Respond to and resolve IT support requests from end-users.
• Provide first-level support for hardware, software, and network issues.
• Log, track, and manage incidents using ITSM tools.
• Escalate unresolved issues per escalation procedures.
• Maintain knowledge base articles and user guides.
• Ensure service level targets for first-call resolution.
• Collaborate with cross-functional teams for service delivery.

Skills

Problem solving

Customer service

Excellent communication

Desktop OS knowledge

Office 365 / MS Office

Active Directory/AD

ITIL familiarity

Education

Bachelor's degree in IT

Tools

ITSM tools

Ticketing systems

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
• Provide first-level support for all IT - hardware, software, applications and network issues.
• Diagnose and troubleshoot a variety of hardware and software issues
• Escalate unresolved issues to appropriate teams or higher-level support
• Log, track, and manage incidents and service requests using ITSM tools
• Ensure timely resolution and follow-up with users for backlog tickets
• Create and update knowledge base articles and user guides
• Promote ITIL best practices across the support team
• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.
• Query the User for all relevant information concerning the call made or issue reported by the user.
• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
• Escalate tickets not resolvable by SD, in accordance with SSG escalation procedures.
• Provide status updates on Tickets to users.
• Reopen Ticket / Create a new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.
• Able to make sound decisions and work with minimal supervision.
• Excellent interpersonal skills to foster cooperation among users, support teams and peers.
• Identify and recommend process improvements to enhance the customer experience
• Collaborate with cross-functional teams to ensure seamless IT service delivery

QUALIFICATIONS :

• Graduate bachelor's degree preferably in IT but consideration for related experience.
• At least 18 months of experience in Service Desk or IT Help Desk role
• Strong problem-solving and analytical skills to quickly identify and resolve issues
• Excellent communication and customer service skills to effectively interact with end-users
• Working knowledge of common desktop applications, operating systems, and hardware
• Ability to multitask and prioritize tasks in a fast-paced environment
• Enthusiasm for continuous learning and adaptability to new technologies
• With no issues working onsite 100% in our site in Pasig
• With no issues working on night shifts, shifting schedule, weekends & holidays

SKILLS PREFERRED:

• Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous.
• Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications.
• Understanding networking concepts, including TCP/IP, DNS, and DHCP.
• Wireless and wired network troubleshooting.
• Experience with Active Directory and user account management.
• Basic knowledge of hardware components and troubleshooting techniques.
• Knowledge of OS installation, configuration, and troubleshooting.
• Experience with Active Directory (AD) for:
• User and group account management, password resets.
• Familiarity with Single Sign-On (SSO).
• ITIL Framework: Familiarity with Incident, Problem, and Change Management.
• Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification.
• Basic troubleshooting of antivirus software and firewalls.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage time effectively in a remote work environment.
• Customer-focused with a commitment to providing high-quality support.