PURPOSE
- Serve as the first point of contact for IT incidents and service requests.
- Log, track, troubleshoot, and resolve issues within agreed service levels.
- Deliver efficient and customer-focused IT support.
KEY RESPONSIBILITIES
- Receive, log, triage, and respond to IT incidents and service requests.
- Perform initial troubleshooting and escalate unresolved issues as needed.
- Monitor tickets and ensure SLA compliance.
- Coordinate system advisories, updates, and stakeholder communications.
- Maintain documentation, knowledge base, reports, and IT asset records.
- Support information security, data privacy, business continuity, and audit activities.
- Assist in user training and process improvement initiatives.
- Coordinate with internal teams and external vendors for issue resolution.
QUALIFICATIONS
REQUIRED
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 1 year of IT support, helpdesk, or service desk experience.
- Knowledge of Windows/macOS, Microsoft Office, basic networking, Active Directory, and ticketing systems.
- Strong troubleshooting, communication, and customer service skills.
PREFERRED
- Residence within Metro Manila, preferably Makati or Taguig.
KEY COMPETENCIES
- Problem-solving and analytical skills.
- Customer service orientation.
- Effective communication and teamwork.
- Time management and attention to detail.
- Ability to work under pressure and meet SLAs.