Service Desk Support Specialist

itm8 Danmark; Lapu-Lapu; On-site; PHP 300,000 - 600,000; Full time

Job summary

itm8 Philippines Inc. is seeking a Service Desk Specialist/Technical Support Representative to provide IT support to users, respond to phone calls, manage service requests and incidents, and resolve IT-related issues.

The role requires a degree in IT/CS/engineering or equivalent, with preference for 5 years in technical & helpdesk support, strong English communication, and good troubleshooting skills in Windows and MS Office, plus knowledge of hardware, software, and networks.

Qualifications

• 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.

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

English communication

Windows troubleshooting

MS Office

Networking

3rd party software

Hardware knowledge

Education

Bachelor/College Degree in Information Technology, Computer Science, Computer Engineering, or equivalent

5 years experience in Technical & Helpdesk Support

Job description

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.

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.