IT Service Desk Specialist

About the role

The Service Desk Specialist provides general IT support to Woodgrain employees in Cebu, handling hardware, software, and networking issues. You will be the first point of contact for user tickets, ensuring timely resolution and clear communication.

Key responsibilities

• Receive, evaluate, and prioritize incoming support requests.
• Communicate with users to gather detailed problem information.
• Troubleshoot routine issues using established policies and procedures.
• Escalate and route tickets to appropriate IT departments when needed.
• Document and track tickets in the IT Service Management Software.
• Help create and improve Standard Operating Procedures (SOPs).
• Identify opportunities to enhance Service Desk efficiency and meet SLA targets.
• Contribute technical solutions to the IT Knowledge Base.

Required profile

• High school diploma or equivalent (required); continuing education degree preferred.
• At least 1 year of experience in technical support or customer‑service focused roles (e.g., call center, help desk).
• Strong communication skills and ability to work collaboratively.

Required skills

• Experience with IT Service Management Software (ticketing system).

What we offer

• Competitive monthly salary ranging from PHP 35,000 to PHP 50,000.
• Office‑based work at FLB Corporate Center, Cebu City.
• Standard Monday‑to‑Friday schedule (10:00 pm – 7:00 am Philippine Time).
• Opportunity to grow within a global manufacturing leader.