Tech Support Specialist – First-Contact IT Helpdesk

SGS; Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

SGS in Manila is seeking an IT Service Desk professional to provide first line support to affiliates and external clients, handling incidents and requests, and guiding them to resolution via phone and remote tools.

The role requires a Bachelor’s degree or equivalent in engineering or IT/service management, IT literacy with MS Office and basic programming, and experience in multicultural environments; Microsoft Certified Engineer is preferred. This is an on-site position in the Philippines.

Qualifications

• Bachelor’s degree or equivalent in engineering or IT/service management.
• Experience in customer-facing roles.
• IT literate – MS Office, internet-based apps, and basic programming knowledge.
• Experience in multicultural environments.
• Microsoft Certified Engineer preferred.

Responsibilities

• Provide first line support to SGS affiliates and external clients.
• Handle incidents and requests quickly, resolving, escalating, and routing information.
• Determine incident severity and priority.
• Validate and evaluate technical and operational information related to incidents.
• Resolve issues on first contact via phone and remote access tools.
• Manage incidents throughout their lifecycle.
• Establish controls to monitor the performance of management systems.
• Validate, evaluate, and classify incidents and requests.
• Determine resolution or escalation paths to ensure all issues are managed.
• Record distinct issues in tracking tools.
• Track known solutions, consult knowledge database, and respond to callers accordingly.
• Comply with QHSE policies, including safety and incident reporting requirements.

Skills

Dependability

Problem solving

Pro‑activity

Communication

Teamwork

Technical skills

Customer skills

Education

Bachelor’s degree or equivalent in engineering or information technology/service management

Microsoft Certified Engineer

Job description

SGS in Manila is seeking an IT Service Desk professional to provide first line support to affiliates and external clients, handling incidents and requests, and guiding them to resolution via phone and remote tools.

The role requires a Bachelor’s degree or equivalent in engineering or IT/service management, IT literacy with MS Office and basic programming, and experience in multicultural environments; Microsoft Certified Engineer is preferred. This is an on-site position in the Philippines.