7,890 IT Help Desk Service Desk jobs in the Philippines

Service Desk Manager

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 88,000 to 120,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are seeking a dynamic IT Service Desk Manager to lead and inspire a global, high-performing team that supports over 7,000 users. In this pivotal role, you will drive service transformation through AI, automation, and self-service innovation, streamlining operations and shaping future-ready IT support. By combining strategic leadership with a passion for customer excellence, you will ensure the Service Desk delivers measurable value and an exceptional user experience.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Service Desk Manager?

Reporting to the Head of Global Service Management, your accountabilities will include:

• Lead and inspire a global Service Desk team to deliver exceptional 24/7 IT support for 7,000+ users.
• Champion a customer-first culture, driving high levels of customer satisfaction through service excellence.
• Drive transformation through AI, automation, and self-service, reducing manual effort and creating scalable, future-ready support.
• Ensure operational excellence by tracking KPIs, SLAs, and service quality, embedding Continuous Service Improvement.
• Build strong stakeholder relationships and maintain compliance with ITIL practices and ISO standards to align with organizational goals.

Please review the attached job description for further details on the role.

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential:

• Experience managing a global or large IT Service Desk in a 24/7 operating model.
• Strong knowledge of ITIL and IT Service Management frameworks, with practical application.
• Hands-on use of ITSM tools such as ServiceNow, Ivanti, Halo, Jira, or Remedy.
• Proficiency with reporting tools like Power BI or Tableau to create insights and support decisions.
• Proven success using AI, automation, and self-service to reduce manual work and improve user satisfaction.
• Strong leadership skills, with the ability to coach and develop high-performing teams.
• Skilled in stakeholder management and communication with senior leaders, auditors, and business users.
• Highly organised, adaptable, and resilient, with a focus on user experience.
• Experience preparing for and supporting ISO 2000/27001 audits.

Desirable:

• Knowledge of automation platforms, workflow tools, or AI-driven solutions that streamline operations.
• Experience leading service improvement or digital transformation projects.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.

About the Company

We're a people-first organization that values both technical skills and great service. You'll have the chance to learn, grow, and build a career in IT while supporting a fast-paced environment.

About the Role

As an
L1 Service Desk Support
, you'll respond to technical issues, log and categorize incidents, and provide basic troubleshooting. You'll also escalate complex problems to higher-level teams while ensuring quick and reliable support for end-users.

Key Responsibilities

• Handle queries via phone, email, chat, or ticketing systems.
• Log, categorize, and prioritize incidents using ITSM tools (e.g., ServiceNow, Freshdesk).
• Troubleshoot basic issues (password resets, email access, printer problems).
• Provide remote support via TeamViewer, AnyDesk, or RDP.
• Escalate unresolved cases to L2/L3 teams in line with SLAs.
• Support onboarding/offboarding (account setup, access provisioning).
• Maintain clear documentation and update knowledge base articles.
• Follow IT policies and data protection standards.

Must-Have Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent work experience).
• 1–2 years' helpdesk or technical support experience.
• Knowledge of Windows OS, Office 365, Active Directory, and basic networking.
• Experience using ticketing systems and remote support tools.
• Strong communication skills in English and Filipino.
• Customer-first mindset and ability to work in a high-volume support environment.

Good-to-Have

• ITIL Foundation certification (preferred, not required).

Why Join Us

• HMO coverage upon regularization.
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG).
• Night differential and shift allowances.
• Career growth with training and development programs

About the Role

The Service Desk Engineer (L2) provides advanced technical support, resolving incidents beyond L1 capability. This role ensures timely resolution of complex IT issues, delivers high-quality customer service, and supports continuous improvement of IT processes and systems.

Key Responsibilities

• Resolve escalated technical issues and perform in-depth troubleshooting across hardware, software, and networks.
• Deliver clear and effective customer support, managing expectations and providing updates.
• Collaborate with L3 teams and cross-functional IT groups for complex problem resolution.
• Document incidents, resolutions, and create knowledge base articles.
• Provide end-user training, guidance, and user documentation.
• Perform system administration, user account management, and monitor system performance.
• Assist with software updates, patch management, and remote user support.
• Support Service Desk operations, including Office 365 administration, account modifications, and alert handling.
• Contribute to process improvement and adherence to ITIL best practices.

Qualifications

• Bachelor's degree in Computer Science or related field (preferred).
• Microsoft certifications (MCSA/MCP) and Cisco CCNA are advantageous.
• ITIL Foundation v4 certification required.
• Minimum 3 years' experience in service desk or technical support roles, ideally within Managed/Professional Services.
• Strong knowledge of ITIL framework and modern IT support practices.

Job description

About the role

We are seeking a talented and customer-focused Technical Support Representative to join our dynamic Service Desk team at Nityo Infotech Services Philippines Inc. In this full-time role, you will be responsible for providing first-class technical support and assistance to our valued clients, ensuring their IT issues are resolved efficiently and effectively. Based in our office in Manila City, Metro Manila, you will play a crucial role in maintaining the smooth operation of our clients' technology infrastructure.

What you'll be doing

• Respond to and resolve technical support inquiries and issues from clients via phone, email, and ticketing system
• Diagnose and troubleshoot a wide range of IT-related problems, including software, hardware, and network issues
• Provide step-by-step guidance and support to clients to help them resolve their IT challenges
• Escalate complex issues to the appropriate technical teams or subject matter experts
• Maintain detailed and accurate records of all support activities and resolutions
• Continuously update your technical knowledge to stay ahead of the latest IT trends and technologies
• Contribute to the development of the Service Desk's processes and procedures to improve efficiency and customer satisfaction

What we're looking for

• 1 - 2 years working experience as Service Desk, Help Desk or Technical Support, preferably in an IT or telecommunications environment
• Strong troubleshooting and problem-solving skills with the ability to quickly identify and resolve issues
• Excellent communication and interpersonal skills, with the ability to explain complex technical information in a clear and concise manner
• A customer-centric approach and a genuine desire to provide exceptional service
• Familiarity with common software, hardware, and networking technologies
• Proficiency in both verbal and written English
• A team player with the ability to work collaboratively in a fast-paced environment

Summary:

We're looking for Service and Helpdesk Engineer - Entry Level who is a detail-oriented, passionate about technology and reliable to join our growing organization.

• Company Background: For the past 35 years, Silver Finance Inc. has been in the business of improving the quality of lives of our customers, loan consultants, employees, shareholders, and the communities we serve. It is in our unwavering commitment for honesty, loyalty, and reliability that we have been each stakeholder's partner in building dreams towards a better future.
• Location: 211 Bonny Serrano Rd., cor., 14th Ave, Cubao, Quezon City
• Schedule: Monday - Friday (8:30 AM - 5:30 PM)
• Employment Type: Full-time, Direct Hire & Permanent
• Recruitment Process: Initial Interview (Online), Technical Exam with Final Interview (Online)

Key Responsibilities and Accountabilities:

Service and Helpdesk Engineer is responsible for employee support services, computer customization and enhancements and provides technical support, troubleshooting and repairs.

Knows how to develop application and integrations with any of the following platforms:

• Serve as the first point of contact for employees seeking technical assistance over the phone, email and ticketing system.
• Troubleshooting using the OSI Layer (Application, Presentation, Session, Transport, Network, Data-link and Physical)
• Monitoring and updating IST related assets (e.g business computers, printers, UPS and other peripherals).
• Coordinates with main office and branches as to their hardware, software, internet concerns, including maintenance and troubleshooting;

QUALIFICATIONS:

• Bachelor's degree of related lT courses in Information Technology, Computer Science, Computer Engineering or other related fields.
• FRESH GRADUATES ARE ENCOURAGED TO APPLY:
• Detail-oriented, follow through, and able to manage multiple issues simultaneously
• Knowledgeable in Microsoft Office Suite, Visio and like, Microsoft Project and alike. Results and service-oriented and;
• Have a good communication and interpersonal skills and able to work independently and in teams.
• Willing to be assigned at our MAIN OFFICE (211 Bonny Serrano Rd. cor., 14th Avenue, Murphy, Cubao, Quezon City).

What we can Offer?

- Upon Joining Benefits-

* SSS, Philhealth, PAGIBIG Benefits.

- Upon Regularization Benefits-

* Life and Health Insurance W/ Dental Coverage.

* Quarterly Bonus: 14th, 15th month pay, (discretionary bonus of 16th month pay).

* 15 Sick Leave / 15 Vacation Leave, convertible to cash.

* Annual Increase, transportation allowance, and free uniforms yearly.

WHY JOIN US:

• Plenty of opportunity to grow as a pioneer in our industry.
• As a new/emerging market, our employees will be at the forefront, leading to growth opportunities.
• Work with many talented and experienced people who can guide in employees career development.
• Have a peace of mind with the security of working in a stable company.

Job Type: Full-time

Pay: Php16, Php17,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have experience or background in: Installing and configuring computer hardware, software, systems, networks, printers,scanners, routers and modem?

This role is critical in delivering timely and professional support to users, ensuring incidents and service requests are logged, prioritized, escalated, and resolved in accordance with ITIL-aligned service management practices.

1.Incident Management & Technical Support

• Serve as the first point of contact for IT-related issues via phone, email, chat, or ticketing system.

• Escalate complex issues to Level 2 or Level 3 support teams while maintaining ownership of the incident.

• Service Request Management

• Assist users with password resets, account unlocks, and access management via Active Directory.

• Provide basic troubleshooting for Office 365, VPN connectivity, and enterprise applications.

• Install and configure approved software and applications on user devices.

• ITIL Best Practices & Ticketing System Management

• Log all incidents, service requests, and changes in the IT Service Management (ITSM) system.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 1 year of experience in an IT Service Desk or technical support environment.
• Familiarity with ITIL framework.
• Familiarity with ticketing systems (e.g., ServiceNow, FreshService, JIRA Service Management).

Job Title: Service Desk L1 Professional

Location: Onsite – Taguig, Philippines

Employment Type: Full-Time

Work Schedule: 8:00 AM – 6:00 PM PHT

About the Role

We are seeking a Service Desk L1 Professional to join our IT support team in Manila. The ideal candidate will provide first-level technical assistance to end users, ensuring timely resolution of hardware, software, and network-related issues. This role requires excellent communication skills, strong problem-solving abilities, and proficiency in both English and an additional language (Mandarin, Korean, or Japanese).

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
• Diagnose and resolve hardware and software issues on Windows and macOS platforms
• Support applications such as Microsoft Outlook, Office Suite, and other standard business tools
• Manage Active Directory user accounts, passwords, and permissions
• Document incidents and resolutions accurately in the ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Provide excellent customer service, maintaining professionalism and empathy in every interaction

Qualifications

• Experience: 3–4 years of hands-on experience in IT infrastructure support or helpdesk operations

Technical Skills:

• Hardware and software troubleshooting (Windows/macOS)
• Active Directory and Office Suite support
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, or similar)

Language Skills:

• Fluent in English (both spoken and written)
• Proficiency in Mandarin, Korean, or Japanese (required)
• Soft Skills: Strong communication, analytical thinking, and customer service orientation

Job Type: Full-time

Pay: Php25, Php50,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Application Question(s):

• Aside from English, which other languages are you proficient in?

Experience:

• service desk: 3 years (Preferred)

Work Location: In person

OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.

This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset, and performance.

Responsibilities:

1. Being part of the team to address Incidents and Service Requests reported by business users of 24/ Days work environment.

2. Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, RDP, TeamViewer, MS Teams, and other tools.

3. Create/ update end user guides, ServiceDesk KB's, and SOPs.

4. Making recommendations to optimize IT performance and to prevent future problems.

5. Generate status reports/consolidated IM reports to the ServiceDesk Manager

Required Skills:

1. Excellent verbal and written communication skills with email etiquette and customer service skills.

2. 2+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.

3. Experience in AWSCitrix VDI, AD, O365, VPN, OneDrive, MFA, User device management & authentication issues.

4. Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)

5. Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.

6. Ability to notify and escalate the issues based on the Severity.

Job Summary:

An IT Service Desk Analyst serves as the first point of contact for technical support within an organization, providing efficient and professional assistance to resolve IT-related issues. This role involves responding to and managing service requests, troubleshooting hardware, software, and network problems, and ensuring that incidents are resolved promptly or escalated to the appropriate teams.

Job Responsibilities:

• Handle incoming support requests via ticketing systems, phone, and other communication channels.
• Perform initial triage, troubleshooting and resolution of basic to intermediate IT issues.
• Manage user onboarding and IT-related requests.
• Escalate complex cases to higher-level engineers.
• Conduct system testing, updates, audits, and maintain accurate documentation.
• Perform routine system checks and report any irregularities.
• Assist in maintaining an inventory of IT assets and ensuring system security compliance.
• Recommend process improvements to enhance service desk efficiency and user satisfaction.

Job Responsibilities:

• Graduate of Bachelor's Degree in Information Technology, Computer Science or any related field.
• Strong technical Skills in workstation operating systems and business IT infrastructure.
• At least 2-3 years work experience in the related field.
• Knowledgeable in networking fundamentals, Microsoft 365, Microsoft Azure and Networking devices.
• Excellent communication skills and customer service abilities for frequent interaction with U.S Based clients.
• Team player; willingness to learn and take on advanced responsibilities.
• Can start immediately.