Desktop Support Specialist – IT

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver first-line IT assistance through phone, email, service desk inquiries, in-person interactions, and remote support within an ITIL framework.

• Facilitate the onboarding and offboarding processes for team members.

• Record, verify, and manage customer inquiries in the ticketing system.

• Diagnose and resolve common technical, account, and access problems.

• Maintain a knowledge base that is accessible to customers.

• Refer cases to second-level support and infrastructure teams as needed.

• Oversee, track, monitor, prioritize, follow up, and escalate tickets effectively.

• Review and address helpdesk requests with an emphasis on identifying root causes.

• Collaborate with stakeholders regarding policy, project, and operational matters.

• Provide system updates and outage information to ensure service uptime.

• Manage hardware asset registers and maintain stock levels.

• Exemplify the organization’s values of Accountability, Care, and Teamwork.

⛳️ Requirements

• A Degree or Diploma in Information Technology or a related field is preferred.

• Exceptional written and verbal communication skills, particularly in conveying technical information to non-technical individuals.

• Strong prioritization and time management abilities.

• Capable of employing creative and analytical problem-solving techniques.

• Familiarity with supporting PCs and software in a Windows environment.

• Previous experience in a customer service role.

• Proven ability to work collaboratively within a team in a dynamic and fast-paced setting.

• Experience in managing and prioritizing service requests and workloads effectively.

🏝️ Benefits

• Opportunities for learning, mentorship, and support for professional development.

• Team-building activities and company-wide celebrations.

• Wellness initiatives.

• Access to world-class office spaces located in premium business districts.

• Collaborate with international clients and global brands.

• Ongoing learning and development opportunities.

• Employee-focused programs.