Technical I, Global Service Desk

Concentrix; Makati; On-site; PHP 335,000 - 502,000; Full time

Job summary

Concentrix is seeking an IT Help Desk professional to support employees across regions. You will troubleshoot desktops, laptops, mobile devices, printers, VPN and company apps, while managing user accounts and escalations as needed. You will document conversations in the ticketing system and contribute to our knowledge base.

The role requires strong English communication, ability to work in a fast-paced, global environment, and collaboration with cross-functional IT teams.

Qualifications

• Experience in IT help desk or service desk roles.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Office 365, Active Directory and remote access tools.
• Excellent problem-solving and written and verbal English communication.
• Ability to work in a fast-paced, global environment and manage priorities.

Responsibilities

• Provide technical support via phone, email, chat, and ticket across regions.
• Troubleshoot and resolve IT issues on desktops, laptops, mobiles, printers, VPN, and apps.
• Manage user accounts: password resets, account creation, permissions (AD, O365, VPN).
• Document and track all interactions in the ticketing system.
• Escalate complex issues and contribute to knowledge base; collaborate with teams.

Skills

IT help desk experience

Troubleshooting

Windows

macOS

English communication

Prioritization

Tools

Office 365

Active Directory

VPN

Remote access tools

Job description

ResponsibilitiesProvide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).Document and Track: Accurately log all support interactions and resolutions in our ticketing system.Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.QualificationsProven experience in an IT help desk or service desk role.Strong knowledge of Windows and macOS operating systems.Familiarity with Microsoft Office 365, Active Directory, and remote access tools.Excellent problem-solving skills and the ability to think critically under pressure.Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.Ability to work in a fast-paced, global environment and manage multiple priorities.Complete all assigned, mandatory training within the timeframe providedConduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports