I. PURPOSE

The IT Service Desk Technician (Level 1) is responsible for providing first-line technical support to end-users. This role involves troubleshooting and resolving IT-related issues, managing service requests, and ensuring a high level of customer satisfaction.

II. DUTIES AND RESPONSIBILITIES

• Serve as the initial point of contact for all IT service desk inquiries and issues.
• Provide hardware / software / network problem diagnosis / resolution via telephone or remote desktop for clients end users.
• Diagnose and resolve technical issues promptly and efficiently.
• Escalate complex or unresolved issues to higher-level support teams as needed.
• Coordinate and manage communication with other support groups that provide hardware / software /network problem resolution.
• Assist with user account management, including password resets and access permissions.
• Document and track all support requests and resolutions using the ticketing system.
• Maintain and update knowledge base articles and technical documentation.
• Work closely with other support groups in cross-training, development/implementation of operational processes and nurturing teamwork.
• Work closely with other support groups to obtain technical knowledge in permanent resolution to recurring problems.
• Troubleshooting end user devices (knowledge in desktops, laptops, mobile phones and VoIP Telephony).
• Deliver excellent customer service and always maintain a professional demeanor.
• Participate in team meetings and contribute to continuous improvement initiatives.

III. QUALIFICATIONS

A. Minimum Education

• Preferably with a degree in Information Technology, Engineering, or related courses.

B. Minimum Experience/Training

• Experience in Helpdesk Support/IT Support
• Experience in ticketing tools like ME SDP.
• Basic Knowledge in IT
• Basic Knowledge in Windows Operations Systems, Clients: Windows 8, Windows 7, Windows 10, Windows11, Servers: Windows 2008, Windows 2003, Windows 2000, Remote desktop connectivity applications (MS Teams, TeamViewer, similar remote control tools)

• Basic Knowledge in MAC OS.
• Basic Knowledge in MS Office 365 Suites: Word, Excel, PowerPoint, Outlook.
• Basic Knowledge in Internet Browsers: Explorer, Chrome, Edge, Firefox.
• Basic Knowledge in Anti-virus and firewall software.
• PC Hardware knowledge: Desktops, Laptop, Peripheral devices (printers, scanners), mobile devices, and OS (iOS/Android/Windows)

C. Competency

• Good communication skills both written and oral.
• Good organizational skills and ability to multitask.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Client-focused with positive attitude and a willingness to learn.
• Previous experience in a customer service or technical support role is preferred but not required.

IV. WORKING CONDITIONS

• Onsite reporting to company’s main office in Makati City
• Shifting schedules including holidays
• Collaborate physically and/or virtually with internal and external stakeholders.
• Participate in training and certifications to improve skills and support capabilities.
• May require working beyond normal business hours, including weekends and holidays to meet project deadlines or address urgent client issues