2,115 Helpdesk Specialist jobs in the Philippines

Grace, a Standard Industries company, is a leading global supplier of catalysts, engineered materials and fine chemicals. We provide innovative products, technologies and services which our customers use to manufacture everyday products like renewable fuels, pharmaceuticals, toothpaste, cosmetics, food packaging, beer, edible oils and more. Our thousands of employees help shape a better future at our global headquarters in Columbia, MD and locations worldwide.

Job Description
Responsible for providing the user community with the highest quality first level support relating to solving computer and other IT related hardware or software or IT related questions. Logs and tracks incidents received in current call tracking software. Responsible for being aware of IT related processes, issues and projects relevant to and that may impact the user community.

Responsibilities

• Respond to and/or be available to receive requests from the user community pertaining to questions or problems relating to computer and other IT hardware or software applications. Attempt to resolve the problem or answer the question at the first contact by referring to IT GHD knowledgebase article. Logs requests/problems as outlined in HelpDesk documentation. If unable to immediately solve, triage or escalate the request or technical incident to the second level of support. Track and follow through on all requests and incident to completion.
• Be involved with IT Accounts Processing for on/off boarding, procurement, etc. by either actively handling requests or supporting the team during these activities.
• Through various informational repositories, research, and training; acquire and maintain current knowledge of the Grace IT environment, application, support policies/processes, service disruptions, and IT projects to provide accurate information and solutions to customers.
• Handles Technology and Site related technical outages by following crisis management process.
• Responsible for all Onboarding/Offboarding (Provisioning/Deprovisioning) and Mobile procurement/feature requests (for US users

Required Qualifications

• Technical proficiency and troubleshooting skills in currently supported versions of operating systems and software applications is required. Experience should include (but is not limited to): e-mail systems (such as Outlook 2016/365), Office application suite (such as Office 365), Operating Systems (such as Windows 7, Windows 10, etc.), and Collaboration tools (such as Skype for Business, Sharepoint 365). Should have experience supporting and troubleshooting PCs, monitors, printers, local area and VPN network connectivity, etc.
• Ability to maintain professional, courteous, helpful demeanor at all times, especially when discussing problems with a customer.
• Possess superior analytical and problem-solving skills in order to quickly ascertain and concisely report the problem or question at hand.
• Superior ability to read, comprehend and execute tasks effectively based on documented processes.
• Position is subject to work Monday – Friday. Position is also subject to work on weekends on an on-call basis as defined by the Weekend Coverage schedule rotation. Overtime is paid per the policy for the time worked on Weekend Coverage.
• GHD staff are required to work all PH holidays except for Christmas and New Year's Day unless approved time off requests are granted. Christmas and New Year are covered by an on-call volunteer basis. Overtime is paid per the policy for the time worked on the holidays.
• Preferably with 3+ years of HelpDesk working experience.
• College / Bachelor's Degree

Benefits

• Guaranteed 14th Month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.

Position Accountability Statement: The Helpdesk Specialist is accountable for the accurate implementation of member's healthcare benefit policies at the assigned helpdesk oce focusing on utilization management, the delivery of superior customer service at all times, and supporting steerage and primary care network (PCN) initiatives to enhance healthcare eciency and member experience.

Broad Responsibility Highlights: The following broad responsibility statements are representative of the basic expectations about the role or function. Depending on business needs and exigencies, these responsibility statements may be modified. Critical to any leadership function is the need to demonstrate flexibility and agility in adapting to the changing requirements of the business.

1. Review and process Letter of Authorization (LOA) in line with established procedures, ensuring accuracy and completeness. Provide clear explanations of coverage and non-coverage details. Verify transaction data, ensuring compliance with internal policies. Address customer and partner providers' inquiries promptly, oering accurate information.

2. Address escalations and resolve concerns related to outpatient or inpatient services and collaborate with internal teams if necessary to resolve issues and maintain high customer satisfaction.

3. Oers and steer members to any of Maxicare Primary Care Networks Maxicare services. Provide any recommended packages while promoting Maxicare's exclusive benefits, helping members understand the available services

4. Participate in business continuity planning (BCP) events and assist with various campaigns or tasks during manpower shortages or when service levels are low, ensuring smooth operations and responsiveness to immediate demands.

Professional Qualification:

● A Bachelor's degree in a Healthcare or Medical-related field is preferred. Alternatively, candidates with at least 3 years of college education and experience in the medical field, or equivalent work experience in Healthcare, Customer Service industry or Business Process Outsourcing (BPO) with strong client-facing and 2 years experience, may be considered.

● Excellent verbal and written communication skills.

● Proficient in data entry and transaction processing with attention to detail.

● Proficient in using Google Applications (Gmail, GSheets, GForm, GDocs & etc.).

Hospital Assigned Location (Vacant):

Makati Medical Center

St. Lukes Medical Center

Cardinal Santos Medical Center

Cebu based Hospital

The Medical City Ortigas

Working Set Up: ONSITE (Hospital based)

SUMMARY

The L1 Helpdesk Technician serves as the first point of contact for all IT-related support requests, primarily via phone and, as needed, via email and ticketing systems. This role ensures consistent client support by troubleshooting and resolving basic desktop, software, network, and hardware issues while maintaining thorough documentation and adhering to escalation procedures.

JOB RESPONSIBILITIES

• Serve as the initial point of contact for IT support via phone, email, and the ticketing system.
• Remain logged into phone queues throughout the workday to ensure availability.
• Troubleshoot and resolve basic desktop, network, software, and hardware issues.
• Assist with the installation, configuration, and support of computers, mobile devices, printers, and peripherals.
• Follow escalation procedures for unresolved issues requiring higher-tier support.
• Maintain detailed and accurate records of all client interactions and resolutions.
• Collaborate with vendors to resolve hardware and software-related problems.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic cybersecurity tasks, such as virus detection, removal, and security maintenance.
• Monitor backup systems and assist in data restoration as needed.
• Provide user education on cybersecurity best practices and IT resources.
• Handle password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as required.
• Document and escalate technical issues and customer interactions appropriately.

QUALIFICATIONS

• Associate's degree in technology or a related field.
• 2–5 years of experience supporting Microsoft environments.
• 2 years of experience working in a Managed Services Provider (MSP) environment.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Basic networking knowledge (DNS, DHCP, VPN, firewall configurations).
• Familiarity with VMware, Citrix, VPN, Terminal Services, and backup technologies.
• Experience with remote troubleshooting tools and remote desktop applications.
• Excellent communication, documentation, and customer service skills.
• Ability to diagnose and resolve issues independently and efficiently.
• Adaptability in fast-paced environments with shifting priorities.
• Commitment to continuous learning and professional development.
• Preferred Certifications
• CompTIA Security+
• CompTIA Network+

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

Work Arrangement: 100% Onsite

Schedule: Shifting | 24/7 Operations

We're looking for a customer service-oriented IT Helpdesk Specialist to provide technical support to users in an efficient and accurate manner. You're going to be on the company's front lines, and you will solve basic technical problems and provide support for all assigned areas.

It'll be your job to make sure that customer issues get resolved, that we maintain the high standards set forth by the company, and the customer is satisfied.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required:

· 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:

· Technical Skills:

o Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous.

o Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications.

o Understanding networking concepts, including TCP/IP, DNS, and DHCP.

o Wireless and wired network troubleshooting.

o Experience with Active Directory and user account management.

o Basic knowledge of hardware components and troubleshooting techniques.

o Knowledge of OS installation, configuration, and troubleshooting.

o Experience with Active Directory (AD) for:

o User and group account management, password resets.

o Familiarity with Single Sign-On (SSO).

o ITIL Framework: Familiarity with Incident, Problem, and Change Management.

o Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification.

o Basic troubleshooting of antivirus software and firewalls.

o Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

o Strong problem-solving and analytical abilities.

o Ability to work independently and manage time effectively in a remote work environment.

o Customer-focused with a commitment to providing high-quality support.

Job Description

Helpdesk and Support Operations:

•Oversee helpdesk operations and monitor daily team activities to ensure efficient and effective support delivery.

•Regularly monitor and manage the helpdesk ticketing system to ensure timely resolution of incidents and service requests.

•Guide helpdesk team on issue resolution and proper ticket documentation practices.

•Track aging tickets and coordinate with the R&D team for resolution of complex issues beyond helpdesk capabilities, including those requiring onsite support.

•Analyze aging and recurring tickets, conduct root cause analysis and present actionable recommendations to management and technical teams to implement long-term solutions and process improvements.

•Conduct weekly helpdesk meetings to address client concerns, pending tickets and implement corrective and preventive actions as needed.

•Coordinate directly to clients to manage escalated concerns that require higher-level support.

•Monitor helpdesk email and Viber channels to ensure all client communications are handled promptly, professionally, and accurately.

•Prepare and present monthly performance reports, highlighting unresolved or aging tickets and recommending actions for long-standing issues.

•Ensure adherence to Service Level Agreements (SLAs) by monitoring ticket resolution times, response rates, and overall service performance to meet or exceed client expectations.

Field Support:

• Coordinate and schedule field support engineers or technicians for the onsite implementation of newly deployed POS systems.

• Supervise and provide guidance to field engineers during onsite support and implementation activities.

• Organize and conduct training sessions for field engineers, as needed.

• Ensure timely dispatch and resolution of onsite support activities in compliance with defined Service Level Agreements (SLAs).

Coordination & Communication:

• Oversee PSD support activities related to POS staging and perform final unit inspection before deployment.

• Coordinate with the administrative team to organize and confirm delivery schedules.

• Coordinate with internal teams (Developers, FSE etc.) to resolve client issues efficiently.

Job Qualification

•Graduate of Bachelor's Degree in Information Technology, Computer Science, IT -related courses.

•With at least 1-2 years of experience in Helpdesk role.

•Experience with ticket management such as: OTRS JIRA, Zandesk or any similar ticketing platform is an advantage.

•With hands-on experience with support services such as testing, commissioning, installation, implementation, and troubleshooting.

•Knowledge in incident and problem management is an advantage.

•Can work in a high-pressure environment and can handle multiple projects and implementation.

•Well-oriented in all facets of customer care services and has the ability to work well with the people inside and outside the organization.

•With good communication skills.

•Excellent organizational skills

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Work Location: In person

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

The Claims Helpdesk Specialist is responsible for ensuring that claims-related email inquiries, requests and complaints and answered completely, accurately, courteously and in a timely manner. Oversees the helpdesk team with a view to providing high quality service across all claims following our customer-focused, digital first approach.

Roles and Responsibilities:

Performance Management

• Ensure that claims-related emails are answered completely, accurately, courteously and in a timely manner.; with clear, concise, and customer-friendly communications.
• Plan, schedule, supervise and control work operations within the Helpdesk team to ensure that the email volume can be adequately supported.
• Closely monitor TATs and SLAs, identify process bottlenecks and recommend improvements accordingly.
• Resolve customer complaints, offer viable courses of action and/or recommend handling of exceptional cases for management approval.
• Plans and recommend administrative and operational changes to further improve processing and servicing and to maximize manpower utilization.
• Review, edit, approve and/or sign letters, memos, documents and other correspondences to the policy owner, agent or other concerned parties pertaining to claims communications.
• Regularly review and improve Claims template communications and coordinate with other resources (i.e. CX, Marketing) for review and assistance.

People Management and Development

• Conduct regular conversations with team members to provide feedback on performance, discuss strengths and areas for improvement, and address concerns.
• Report at least once a week to the TPA site to observe, monitor and assess productivity and accuracy of the responses of the Claims Helpdesk personnel.
• Ensure that productivity targets and SLAs are met.
• Evaluate job performance of employees for probationary and/or regular appointments and for performance management purposes.
• Conduct learning sessions to upskill team members.
• Define and discuss performance goals for each team member.
• Drive action plans to improve team engagement.
• Assist the Head of Claims and Policy Benefits in developing and implementing action plans in accordance with set priorities.

Risk Management

• Analyze complaints and recommend the appropriate course of action.
• Immediately report possible escalations and participate in the analysis and recommendation for decision on requests for reconsideration.
• Review Claims Helpdesk processes to identify risk areas and recommend improvements.

Projects and Initiatives

• Provide process owner expertise to various initiatives of the Company through attendance in requested meetings, email and phone consultations and the like.
• Participate in and support automation initiatives by providing inputs, defining requirements and testing enhancements.
• Performs other responsibilities and duties periodically assigned by superior to meet operational and/or other requirements.

Minimum Job Requirements:

• College graduate of any course.
• With at least five (5) years' experience in handling customer-facing transactions.
• With keen attention to details.
• Excellent people skills.
• With excellent written and oral communication skills in both English and Filipino.
• Must be proficient in MS Office applications.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

The Customer Helpdesk Specialist is responsible for providing first-level technical and customer support to clients. This role ensures timely resolution of inquiries, issues, and service requests while maintaining a high level of customer satisfaction.

Job Responsibilities:

• Monitors urgent client emails and phone calls, and manage urgent duties.
• Provides timely and professional support via phone, email, and chat to internal and external clients.

Job Qualifications:

• Graduate of Bachelor's degree in any course
• Preferably at least 1-2 years experience in customer service role, including high-volume calls, emails, and chats
• Strong communication skills, both verbal and written
• Proficient in Microsoft Outlook
• Hands-on experience with CRM or customer service platforms
• Willing to be assigned in San Fernando, Pampanga

LOCATION: FLB Corporate Center, Cebu Business Park

WORK TYPE: Full-time role

WORK ARRANGEMENT: Onsite SHIFT: Monday – Friday 10:00 PM – 7:00 AM

PAY RANGE:Php 40,000 – Php 50,000

About BSA Solutions

Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we're not just offering jobs- we're building careers. With offices in both the Philippines and Malaysia, we offer a wide range of diversified roles across various industries, from accounting and IT to marketing and human resources. We are a dynamic, fast-growing company committed to nurturing an inclusive and supportive workplace culture where you can thrive. With a focus on professional development, work-life balance, and competitive benefits, we provide the perfect environment for you to grow both personally and professionally. If you are a talented professional eager to contribute to a world-class team and work with global clients, your next great career move is waiting for you right here. We are a talent outsourcing company with offices in the Philippines and Malaysia. We guide, inspire, and empower young talents to be the heroes that drive business growth. We are more than just a workplace-we are a family. We create a satisfying work environment, one where you'll look forward to coming to every day. A place where the best and brightest minds meet to build a community of successful companies.

WHAT DO WE OFFER

• Financial Security: Enjoy a stable and competitive salary along with a comprehensive benefits package, including private health insurance and paid time off.
• Structured Career Growth: Benefit from clear advancement opportunities, dedicated mentorship, and personalised training programs that go beyond a typical job.
• Community and Support: Become part of a collaborative, dynamic team. You'll work in a supportive environment where you can build strong professional relationships and grow together.
• Global Career Opportunities: Work with leading companies from around the world and gain international exposure, all from the comfort of your home country.

JOB SUMMARY

The IT Helpdesk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The Helpdesk Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket. This position reports to the Service Desk Manager. This position does not have supervisory responsibilities.

WHAT YOU'LL DO

• Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Communicate with users to collect information about initial problem being experienced.
• Provide general assistance to troubleshoot routine issues through use of department policies and procedures.
• Independently troubleshoot and resolve complex technical issues from Level 1, Level 2 and Level 3.
• Collaborate with other IT teams (e.g., Network Operations, System Administration, Development) to resolve advanced and persistent technical problems.
• Escalate and route tickets throughout various IT departments as applicable for resolutions.
• Document and track information for tickets within the IT Service Management Software.
• Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department, especially for recurring Level 3 issues.
• Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department.
• Contribute to the accomplishments of the department metrics, SLAs, and goals, with a focus on timely resolution of escalated tickets.
• Provide technical solutions and support knowledge to the IT Knowledge Base and department policies.
• Escalate and route tickets throughout various IT departments as applicable only when a resolution cannot be achieved internally within the Service Desk's Level 3 capabilities.

REQUIREMENTS

• High school diploma required; continuing education or relevant certifications preferred (e.g., ITIL, CompTIA).
• Level III: 3–5 years of experience in technical support, IT help desk, or customer service within fast-paced environments.
• Proficient in using IT Service Management (ITSM) tools and cloud-based systems to resolve user issues efficiently.
• Proven ability to handle multiple technical concerns simultaneously while maintaining service quality and professionalism.
• Strong communication and interpersonal skills, effective across both virtual and in person support channels.
• Demonstrated expertise in customer support, with a focus on empathy, patience, and issue resolution.
• Solid analytical and troubleshooting skills with a track record of identifying root causes and implementing long-term solutions.
• Results-driven with high attention to detail and strong commitment to service level targets.
• Fluent in English (spoken and written); additional language skills are a plus.

Ready to apply your expertise in a role that offers both stability and significant growth? If you have a passion for precision and a talent for supporting others, we want to hear from you.

Take the next step in your career and apply now to join our world-class team

The IT Helpdesk Specialist serves as the first line of support for all IT-related concerns across Total Philippines Corporation. This role is responsible for troubleshooting hardware, software, and network-related issues, providing technical assistance to users, maintaining IT infrastructure, and escalating complex problems to relevant support tiers. The position plays a critical part in ensuring the efficiency, security, and reliability of the company's technology systems and end-user experience.

· Supports and sustains Total Philippines' network and telecommunication infrastructure.

· Maintains high availability and performance of local application servers and office automation systems.

· Provides technical support to users nationwide, including coordination with regional offices and sites.

A. Technical Support & Troubleshooting

· Serve as the first point of contact for IT issues through phone, email, and support ticketing systems.

· Troubleshoot and resolve issues involving desktop/laptop hardware, operating systems, software, and peripherals.

· Escalate unresolved incidents to Level 2/3 support or external service providers as needed.

· Log, track, and update support cases and incidents in the helpdesk system.

B. System & Network Administration

· Assist in the administration of LAN/WAN, wireless networks, telephone systems (e.g., PABX, VoIP), and server infrastructure.

· Support Active Directory tasks including user account creation, permission management, and password resets.

· Assist with routine backups, disaster recovery procedures, and preventive maintenance of IT systems.

C. Equipment Maintenance & Deployment

· Perform installation, configuration, and repairs of PCs, laptops, printers, mobile devices, and network equipment.

· Coordinate hardware replacements, upgrades, and warranty repairs.

· Conduct IT orientation for new users and provide basic training on company systems.

D. Documentation and Reporting

· Maintain an updated inventory of all IT equipment and software licenses.

· Maintain and monitor user account database and network access logs.

· Prepare and submit monthly helpdesk reports and incident analysis to the IT Manager.

· Maintain and update user guides, FAQs, and process documentation.

· The position supports all Total Philippines Corporation users across headquarters and remote sites.

· Requires occasional travel to provincial offices or remote sites for equipment deployment or technical intervention.

· Works in coordination with local and global IT teams, and may be involved in special IT projects or system rollouts.

· Ensure a high level of user satisfaction through timely and professional IT support.

· Maintain accurate IT asset inventories and system documentation.

· Support the company's business continuity and data protection standards.

· Deliver timely and accurate reports to management regarding helpdesk performance and IT issues.

· Education: Bachelor's Degree in Information Technology, Computer Science, or any related field.

· Experience: Minimum of 2 years experience in IT Helpdesk or Technical Support roles.

· Certifications (Preferred): CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation

· Preferred knowledge and/or experience) SAP Applications, SAP BASIS, SAP ABAP

· Preferred knowledge and/or experience) Application Development Tools: Microsoft 365 (e.g. Power Apps, Visual Basic, Macros, etc.)

· Operating Systems: Windows 10/11, Microsoft Windows Server

· Productivity Tools: Microsoft 365 (e.g., Outlook, Teams, SharePoint, Excel, Word, etc.)

· Networking: LAN/WAN, TCP/IP, DNS, DHCP, VPN, basic firewall understanding

· System Tools: Active Directory, endpoint management tools, backup software

· Hardware: Desktop/laptop repair, printer/scanner troubleshooting

· Telephony: VoIP and traditional telephone systems administration

· Helpdesk Systems: Experience with IT ticketing systems (e.g., JIRA, Zendesk, or similar)

· Strong customer service orientation and communication skills

· Excellent problem-solving and analytical thinking

· High level of integrity, confidentiality, and professionalism

· Ability to work independently and collaboratively under pressure

· Strong attention to detail and organizational skills