6,727 IT Help Desk Service Desk jobs in the Philippines

• Managing, prioritizing, and documenting incoming questions and service desk tickets
• Resolving technical issues quickly and efficiently
• Installing and configuring software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Producing user manuals and guidance for end users

JOB HIGHLIGHTS

• Life Insurance Coverage upon hiring.
• Career advancement based on performance.

KEY RESPONSIBILITIES

• Task to evaluate and prioritize reported service request and incidents specially fulfilling ticket management, service request fulfilment, incident resolution, broadcast handling, and problem identification using the home-grown developed CRM system.
• Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.
• Escalation, notification, and advisory releases with approved SLA.
• Verifies user information and creates ticket specifying incident/service request details and provides feedback on the status of the service requested.
• Verification and updating of customers information in the system such as contact details, exact office location, etc. should be done religiously prior to creation of tickets.
• Escalates incident and service request to the problem resolution groups or vendors/support group/contractor if necessary and shall likewise provide updates to user/s.
• Collect/gather information about the reported through interview, coordination, research and/or diagnostic procedures to determine errors or problems being raised.
• Logs and tracks call using ticketing system and problem management database and maintains history records and related problem documentation.
• Monitors and records the progress and status of all cases to ensure that the committed service level if fulfilled.
• Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration
• Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.

JOB REQUIREMENTS AND QUALIFICATIONS

• Graduate of Associate or Bachelor's degree in technical courses.
• Open for fresh graduates with experience in Ticketing during internship.
• Knows around I.T stuff (Software and Hardware).
• Must be familiar with Microsoft Technology, software and applications.
• Good communication skills in oral and written.
• Can work under pressure and urgent request.
• Diligent and proactive
• Willing to be assigned to a shifting schedule.
• Willing to render overtime.
• Must be willing to be assign in Pioneer, Mandaluyong City.

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• On-site parking
• Paid training

Work Location: In person

Qualifications:

• Minimum of 1 year service desk experience
• Must have a strong background in ServiceNow (SNOW) & Active Directory (AD)
• VPN, CITRIX, HARDWARE, SOFTWARE, MICROSOFT OUTLOOK

Education:

• HS grad (Old Curriculum)
• SHS GRAD
• 2 yrs Assoc Grad
• College Grad (As long as they can provide diploma)

Job Types: Full-time, Permanent

Pay: Php26, Php33,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• On-site parking
• Paid training
• Pay raise
• Promotion to permanent employee

Application Question(s):

• This is Located at Eton, Centris. Fully onsite and shifting schedule. Are you okay with work set up?
• Can you start ASAP?
• Do you a complete requirements? (Gov Mandated, Diploma, COE and Last Payslip)

Experience:

• service desk / help desk: 1 year (Required)

Work Location: In person

• Own & manage the Ticketing system for specific accounts. (ServiceNow)
• Create, update & assign tickets to engineers promptly.
• Create & provide ticket for standby activation, out of office hours.
• Arrange appointment with Clients/Customer for ticket raised.
• Coordinate resource request & assign resource accordingly.
• Own & Update resource task shared calendar for all resource request.
• Update engineer deployment to track Field Engineer's location.
• Updating timesheet for Field Service Team.
• Escalating tickets that fall outside of acceptable service delivery parameters according to SOP provided.
• Plan & assign engineers for PM spread across the team annually.
• Understand the SOP for Priority 1 (P1) Ticket and execute with accuracy.
• Coordinate schedules and prioritize tasks for Field Engineers.
• Track all assigned & outstanding tickets to ensure they are responded to and resolved according to company defined SLA.
• Engineers to be onsite in less than 60 Minutes during covered hours.
• Engineers are to resolve/restore tickets in less than 120 Minutes during covered hours. 60 Mins Level 1 -> 60 Mins Level 2
• Ensure & track whether engineers are adhering to appointments timing.
• Provide follow up response initiatively to ensure client/customer is aware of the status of the tickets, scheduled time for arranged tickets and completion time.
• Provide customer/client for any information or ad-hoc ticket reports requested.
• Must take initiative in providing updates or responding to clients/customers.
• Maintain clear communication with Field Engineers on problem resolution, status of outstanding issues, and scheduling for follow-up items.
• Ensure tickets are set to the correct priority, update accurate notes on current status and provide detailed closing information.
• Consolidate Tickets for monthly reports & draft based on template requested.
• Provide coverage of customer/client's front line helpdesk whenever required.
• Scanning all SRAS that is required to be submitted to customer/client.
• Submitting the Daily ticket report to reporting manager by end of day.
• The working hours for service desk will be 0830 – 1730.

JOB HIGHLIGHTS

• Life Insurance Coverage upon hiring.
• Career advancement based on performance.

DUTIES & RESPONSIBILITIES

• Task to evaluate and prioritize reported service request and incidents specially fulfilling ticket management, service request fulfilment, incident resolution, broadcast handling, and problem identification using the home-grown developed CRM system.
• Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.
• Escalation, notification, and advisory releases with approved SLA.
• Verifies user information and creates ticket specifying incident/service request details and provides feedback on the status of the service requested.
• Verification and updating of customers information in the system such as contact details, exact office location, etc. should be done religiously prior to creation of tickets.
• Escalates incident and service request to the problem resolution groups or vendors/support group/contractor if necessary and shall likewise provide updates to user/s.
• Collect/gather information about the reported through interview, coordination, research and/or diagnostic procedures to determine errors or problems being raised.
• Logs and tracks call using ticketing system and problem management database and maintains history records and related problem documentation.
• Monitors and records the progress and status of all cases to ensure that the committed service level if fulfilled.
• Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration
• Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.

JOB REQUIREMENTS AND QUALIFICATIONS

• Graduate of Associate or Bachelor's degree in technical courses.
• Knows around I.T stuff (Software and Hardware)
• Must be familiar with Microsoft Technology, software and applications.
• Good communication skills in oral and written.
• Can work under pressure and urgent request.
• Diligent and proactive
• Willing to be assigned to a shifting schedule.
• Willing to render overtime.
• Must be willing to be assign in Mandaluyong City.

Job Type: Full-time

Pay: Php17,000 - Php19,000.00 per month

Benefits:

• Health insurance
• Life insurance

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary
• Overtime pay

Work Location: In person

The Service Desk Analyst is the initial point of contact for IT support within the organization, providing technical assistance to users experiencing issues with their computer systems, software, or hardware. He/She should be able to diagnose and is expected to resolve simple technical problems, manage user requests, and escalate complex issues to higher-level support teams when necessary.

1. Functions as the point of contact for all problem and informational calls coming into the Department of Information Technology.
2. Log and diagnose (or refer for additional action) all called in Help Desk problems, issues and trouble calls.
3. Provide first-call resolution for desktop hardware, software, network connectivity, eMail, Internet access, and other computing related problems.
4. Apply training and logic to assist customers in remote troubleshooting and problem resolution.
5. Exercise judgment in prioritizing problems and escalating them to the next level of support when necessary.
6. Utilize appropriate applications to gather information, log problems, and analyze results, track problems and record resolutions.
7. Perform standard reporting as required, and apply past history and solutions databases in problem solving.
8. Ensure problems are correctly routed through to the appropriate responsible Department of Information Technology individuals.
9. Documents computer and other IT fixed assets, from PR preparation, PO preparation, receiving of deliveries, distribution to users and disposal of defective assets.
10. Attends internal and external training sessions and meetings as directed and necessary for job performance.
11. Perform other related duties and assignments as directed.

1. College graduate of any IT related courses.
2. Working experience of 6 months to 1 year in an IT support role.
3. Working knowledge of productivity applications, operating systems, and basic connectivity.
4. Hard working and team player.
5. Good moral character and possess a healthy attitude towards work.
6. Ability to interface and communicate effectively with non-technical personnel (e.g. Store, Head Office and Warehouse users) as well as technical personnel from in and out of the Information Technology Department.
7. Must possess good communication skills, exercise patience, understanding, and be able to work with accuracy even in stressful situations

Summary:

The Service Desk Agent L1 is the first point of contact for customers and employees seeking technical assistance. This role involves providing support for IT-related issues, troubleshooting problems, and ensuring that all service requests are resolved efficiently and effectively. The Service Desk Agent will work closely with other IT teams to escalate complex issues and ensure a high level of customer satisfaction.

• Key Responsibilities:
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• Route Tickets to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Provide End User account support.
• Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Escalate complex problem to appropriate support specialists.
• Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize End User problems and complaints.
• Train End Users and operators on a limited basis and/or write training procedures.
• Participate in on-going training and departmental development.
• Participate in routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations, and diagrams.
• Provide knowledge transfer of end user compute operations.

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.

Soft Skills:

• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Excellent documentation skills.
• Great customer handling skill.
• Able to handle unforeseen situations.
• High level of acceptance.
• Can drive Supplier's value and its methodology.

Preferred Certifications

• ­   Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA)
• ­  Sound knowledge of service management and incident management
• ­ ITIL experience/certifications (e.g., ITIL v3 foundation certification)

Working Conditions:

-  This role may require working in 24/7 shifts, including evenings, weekends, and holidays.

• 100% onsite

Reports To:

Service Desk Manager or IT Support Manager

Salary:

- Competitive salary based on experience and qualifications.

Benefits:

- Health, dental, and vision insurance

- Professional development opportunities

- Paid time off and holidays

Job description

• Bachelors degree in IT, CS, or any Computer related courses only
• 3 years of experience as Technical / Helpdesk /
• 3 years of experience in CITRIX/ CLOUD
• Experience in handling Infrastructure (network & servers) and Application (system, application and cloud) issues
• Follow ITIL Practices (Incident & Problem Management and Change management)
• Uses ticketing system (Jira, ServiceNow, Zendesk, etc.)
• Bonus: Production Environment experience
• Bonus: Experience in Observability and Monitoring Tools: Dynatrace, AppDynamics, New Relic, Splunk
• Bonus: Knowledgeable in Agile / Scrum

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Experience:

• Citrix/Cloud: 3 years (Preferred)

Work Location: In person

Job description

• Monitor and respond quickly to incoming requests relate to IT issues.
• Maintain computer systems and act as support if any system goes down.
• Responsible for PC's, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
• Maintain user PCs, including upgrades and configuration as needed.
• Assist with onboarding of new users.
• Keep inventory of all equipment, software, and license users.
• Install, configure, and upgrade PC software.
• Willing to work somewhere BGC, Taguig City

Job Types: Full-time, Contract

Contract length: 6 months

Pay: Php20, Php23,000.00 per month

Work Location: In person