Service Desk Support Specialist

itm8 PH; Dumaguete; On-site; PHP 260,000 - 380,000; Full time

Job summary

itm8 Philippines Inc. is seeking a Service Desk Specialist to provide IT support to users via phone and ticketing, handling service requests, incidents, and documentation. The role requires strong English communication, Windows, and MS Office troubleshooting skills to resolve issues efficiently.

The position involves working in shifts, handling a range of requests, and escalating complex problems as needed. A relevant IT degree is preferred, with prior helpdesk experience advantageous.

Qualifications

• Bachelor’s degree in IT, CS, CE or equivalent.
• 5 years of technical/helpdesk experience preferred.
• Good English communication and problem-solving skills.

Responsibilities

• Responds to calls and assists users with IT issues.
• Manages service requests and incidents per procedures.
• Records incidents and documents details accurately.
• Classifies incident types and service disruptions.
• Analyzes issues and offers solutions with side effects considered.
• Escalates complex or unresolved incidents when needed.
• Acts as regular point of contact to handle support requests.
• Provides information to fulfill requests and aid resolution.
• Performs initial investigation and assigns unresolved issues.

Skills

Windows troubleshooting

MS Office

3rd party software

Hardware & Networking

English communication

Shift work

Education

Bachelor's degree in IT/CS/CE

Tools

MS Office

Third-party software

Job description

About the role

Service Desk Specialist/Technical Support Representative providing IT support to users by responding to phone calls, managing service requests and incidents, and resolving IT-related issues.

Key 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

About you

• Bachelor/College Degree in Information Technology, Computer Science, Computer Engineering, or equivalent
• Preferably 5 years experienced in Technical & Helpdesk Support or equivalent
• 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
• Willing to work on shifting schedule

About us

itm8 Philippines Inc. is a branch of itm8 A/S, a fast-growing global IT company with an entrepreneurial spirit. itm8 A/S is the leading Danish provider of IT outsourcing services for both private and public sectors. With 28 branches across four countries—Sweden, Denmark, the Czech Republic, and the Philippines. We expand the boundaries of IT solutions, focusing on four business-critical areas: Digital Transformation, Cyber Security, Cloud Services, AI Solutions, ERP and Business Intelligence.