Service Desk Support

About the role

The Service Desk Support role provides first‑level IT assistance to end‑users, handling hardware, software, application and network issues. The position works onsite at the Pasig location and follows ITIL best practices.

Key responsibilities

• Respond to and resolve support requests via phone, email or ticketing system, logging and tracking incidents in ITSM tools.
• Diagnose hardware and software problems, create knowledge‑base articles and ensure tickets meet service‑level targets.
• Escalate unresolved issues according to SSG escalation procedures and provide status updates to users.
• Collaborate with cross‑functional teams to improve processes and maintain seamless IT service delivery.

Required profile

• Bachelor’s degree in IT or related experience, with at least 18 months in a Service Desk or Help Desk role.
• Strong problem‑solving, analytical and communication skills, able to work independently on night shifts, weekends and holidays.
• Willingness to work 100% onsite in Pasig and adapt to a fast‑paced environment.

Required skills

• Proficiency with Windows 10/11, Windows Server 2016/2019 and Microsoft Office 365.
• Knowledge of networking concepts (TCP/IP, DNS, DHCP) and both wired and wireless troubleshooting.
• Experience with Active Directory user and group management, password resets and Single Sign‑On.
• Familiarity with ITIL incident, problem and change management processes.
• Basic understanding of cybersecurity practices, antivirus and firewall troubleshooting.