Service Desk Technical Support Specialist – Pooling

About the role

The Service Desk Technical Support Specialist provides Level 1 hardware, software and data‑communication assistance across Makati, Laguna and Albay sites. You will be the first point of contact for incident recording, troubleshooting and on‑site asset maintenance.

Key responsibilities

• Answer phone calls and resolve localized hardware, standard software and core business application issues.
• Log incidents, gather diagnostic data and generate trouble tickets.
• Manage the full lifecycle of incidents, problems and support calls to resolution.
• Process Install, Move, Additions, Change, and Setup (IMACS) tracking requests.
• Provide Level 1 support for workstations, laptops (HP, Lenovo or equivalent) and peripherals.
• Support Windows 11 (or later) operating systems and legacy platforms.
• Troubleshoot Microsoft productivity suites (Office 2021, Exchange Online, Teams, SharePoint, OneDrive, Project, Visio, Access, M365 Copilot).
• Assist with Netrust Digital Certificates and crypto‑token inventory.
• Perform hardware and printer troubleshooting, firmware upgrades and warranty coordination.
• Maintain hardware/software inventories via the corporate PGPC ITSM platform.
• Execute virus scanning, malware removal and endpoint security updates.
• Conduct semi‑annual preventive and corrective maintenance on PCs and peripherals.
• Operate barcode system for asset tracking and resolve basic LAN cabling faults.
• (Tiwi site only) Handle loading, unloading and shipping validation of backup tapes.

Required profile

• Relevant technical training certificate or equivalent project experience.
• At least 2 years of hands‑on technical support experience.
• Mandatory platform certifications (e.g., Microsoft Windows, HP Desktop/Printer).
• Proficiency with Windows 8.1 or higher environments.
• Experience supporting Microsoft Office 2016 or higher and Office 365 cloud applications.
• Active HP certification for desktop and printer troubleshooting.

Required skills

• Windows 11, Windows 8.1+
• Microsoft Office 2021, Office 365, Exchange Online, Teams, SharePoint, OneDrive, Project, Visio, Access, M365 Copilot
• HP desktop and printer hardware troubleshooting
• HP certification
• Lenovo laptop support
• Firmware upgrade procedures
• LAN cabling and patch cable replacement
• Barcode asset‑tracking systems
• Netrust Digital Certificates and crypto‑token configuration
• Virus scanning, malware removal, endpoint security signature updates
• IMACS tracking process
• PGPC ITSM platform usage