Peoplesoft Helpdesk

Service Desk - IT Support (General)

Location: Mandaluyong, National Capital Region; Makati City; BGC and Alabang options mentioned across postings. Salary ranges vary between postings (e.g., ₱170,000–₱190,000) and are cited as part of job descriptions. These postings describe multiple Service Desk/Help Desk roles with similar responsibilities and requirements.

The Service Desk Analyst / Help Desk professionals serve as the initial point of contact for IT support within the organization. They diagnose and resolve basic to intermediate technical problems, log and track requests, escalate complex issues, and ensure timely updates to users. Roles emphasize customer service, adherence to SLA, coordination with other IT teams, and documentation of service requests and resolutions.

• Receive, classify, and record service requests or incidents from multiple channels (phone, email, SMS, chat, in-person).
• Provide first-call resolution for desktop hardware, software, network connectivity, email, and other IT issues at 1st/2nd level as appropriate.
• Prioritize issues, escalate when necessary, and communicate updates and resolutions to users within agreed SLAs.
• Log tickets in the ticketing system, track progress, and maintain history records and problem documentation.
• Assist with asset documentation, inventory, and license tracking as required by site or system.
• Perform remote troubleshooting, gather information, and coordinate with problem resolution groups or vendors.
• Prepare and maintain reports and records of IT assets, user accounts, security, and site-specific data.
• Attend training and perform related duties as directed; participate in program-specific processes and SOPs.

• Graduate with a Bachelor's degree in Information Technology, Computer Science, or related fields (some postings accept associates or IT-related diplomas).
• 1–3 years of IT service desk experience preferred; strong communication skills in English (written and spoken).
• Working knowledge of MS Office, Windows OS, and basic networking concepts; familiarity with ticketing tools (ServiceNow, Remedy, etc.).
• Ability to work under pressure, be detail-oriented, and provide patient, customer-focused service.
• Willingness to work on-site or in shifts as required; some postings note fieldwork or relocation requirements.

• Technical: basic hardware/software support, OS knowledge, remote troubleshooting, basic network connectivity, and familiarity with ITIL concepts (advantageous but not required).
• Soft: clear communication, teamwork, ability to document steps clearly, and a customer-centric approach.

• Possible 8-hour shifts with variations including night shifts or 24/7 coverage depending on site and contract.
• On-site work; some postings mention 100% onsite or fieldwork; benefits commonly include health insurance and paid time off where stated.

The postings are varied and include multiple employers with similar roles. Some entries include additional notes about language requirements, customer locations, travel expectations, and specific systems (e.g., POS, ESAP, Windows, Microsoft Office, Active Directory). This description consolidates the core responsibilities and qualifications across postings while preserving original job information and context.