Customer Service Specialist

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Help Desk Analyst

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Job Description

Company Description

IT BY DESIGN provides MSP-focused technical resources to help businesses scale and improve profitability. We offer a wide range of services, including MSP staffing, outsourced NOC, RMM virtual admin, helpdesk support, and professional services. With nearly two decades of experience, we value loyalty and community, consistently taking care of our team as if they are family. We operate three state-of-the-art, fully compliant office facilities in New Jersey and India and pride ourselves on our expertise, reliability, and custom solutions for MSP needs.

Role Description

User Lifecycle Management

• Fully manage onboarding/offboarding for client users: provision and configure devices (laptops/desktops); create/disable accounts in Microsoft 365, Azure AD, Active Directory; set up email, file access, MFA, group policies, and software packages; decommission devices securely and archive data where required.

Technical Support (Beyond Helpdesk)

• Handle escalated Tier 1 and basic Tier 2 support tickets (network, printer, email, login issues, system slowness, etc.).
• Use PSA and RMM tools to remotely troubleshoot and maintain endpoints.
• Perform basic administrative tasks on servers, M365 tenants, and firewalls under supervision.
• Document technical fixes and update SOPs/runbooks.

System Maintenance & Monitoring

• Monitor alerts from RMM tools and resolve low/medium-priority issues.
• Assist with patching schedules, antivirus status checks, and backup verifications.
• Perform periodic health checks on client environments (device performance, licenses, capacity).

Process Improvement & Project Assistance

• Support senior engineers in infrastructure or cloud migration projects.
• Create automation or PowerShell scripts for routine tasks (optional but encouraged).
• Proactively identify and recommend recurring issue fixes.

Qualifications

• Must be willing to work 100% onsite and residing near BGC, Taguig.
• Must be available for night shifts (8 PM - 5 AM Manila Time).
• Minimum 2 years of experience in Service Desk/Help Desk support.
• Proficient in troubleshooting Active Directory, Desktop, Office 365, Windows Server, Firewall, VPN, and End User Management. Strong written and verbal communication skills.
• At least 2 years of experience supporting global/international clients.

Company Benefits

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance and Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

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0

Help Desk Specialist

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Job Description

Work Set-Up: 100% Onsite in BGC, Taguig

Shift: Eastern Time Shift

Company Description

IT By Design is a trusted growth partner for Managed Service Providers (MSPs) with over 20 years of experience. We provide dedicated engineers, always-on infrastructure management, and practical AI solutions to help businesses scale efficiently. Our services include 24x7 Helpdesk support, NOC, SOC, RMM Admins, and AI-powered automation tools. With a global team of over 800 members and SOC 2 Type II compliant operations, IT By Design ensures accountability, scalability, and people-first growth for MSPs.

Role Description

• Manage full user lifecycle: onboarding/offboarding, account creation/disablement (M365, Azure AD, AD), device provisioning/decommissioning, and secure data handling.
• Configure user access: email, MFA, file permissions, group policies, and required software packages.
• Provide Tier 1 and basic Tier 2 technical support (network, email, login, printer, slowness) using PSA/RMM tools and escalate when needed.
• Perform basic administrative tasks on servers, firewalls, and M365 tenants under supervision; document fixes and update SOPs/runbooks.
• Monitor and resolve alerts from RMM tools; assist with patching, AV checks, backup verification, and periodic health/environment checks.
• Support senior engineers with infrastructure projects, cloud migrations, and system improvements.
• Contribute to process improvement by creating automation/PowerShell scripts and recommending permanent fixes for recurring issues.

Qualifications

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance
• Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

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1

Help Desk Support

Posted 1 day ago

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Job Description

We\'re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

At Acquire Intelligence, our mission is to help businesses work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you\'re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career — Join us today and be part of a team where your work makes an impact. WHY JOIN THE A-TEAM? Come for a career, stay for the fun

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways
• Get recognized through our Value Awards
• Grow your career — yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900+ promotions given each year
• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

As a Help Desk Support Specialist, you will support internal staff and management in utilizing platforms such as IBMS, Aquira, and Salesforce efficiently. You\'ll handle front-line queries, troubleshoot system issues, perform system administration, and work closely with various support tiers and vendors to maintain seamless operations.

Your Responsibilities Include

• Responding promptly and accurately to user queries with solutions, workarounds, or training materials
• Performing general system administration tasks including user setup and data maintenance
• Troubleshooting, replicating, and documenting system issues, escalating to Tier 2/3 as needed
• Tracking and managing support tickets using ServiceNow
• Assisting Tier 2/3 support with vendor coordination and reporting tasks
• Maintaining accurate documentation of bugs and resolutions

What You Bring

• 3+ years of helpdesk or IT support experience (MSP experience strongly preferred)
• Strong knowledge of Windows 10/11 and Microsoft Office
• Hands-on experience with RMM tools (Kaseya, ScreenConnect, or similar)
• Microsoft 365 admin experience and SaaS troubleshooting skills
• Familiarity with Active Directory basics
• Solid grasp of networking fundamentals
• Ability to explain tech clearly to non-technical people
• High standards for communication, documentation, and follow-through
• Fluency in written and spoken English

Why you\'ll love working here

Job Types: Full-time, Permanent

Pay: Up to Php38,000.00 per month

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion

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2

Help Desk Supervisor

Posted today

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Job Description

Educational Background

Graduate in any discipline

Basic computer knowledge required (MS- Office Applications)

Proven ability to adapt to new tools by applying logical approach

Work experience as per the job grade.

The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for managing Tier 1 HR related queries from client employees, line managers, vendors and other 3rd parties basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure. Responsible to ensure Service Levels and contractual compliance are adhered to.

This role requires mandatory periodic rotational shifts on 24/7 basis

5 days Work from office is mandatory requirement of the role

Knowledge and Experience

Excellent understanding of various processes of core HR Operations

• Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US

Employees

• Should have experience in using Workflow / case management tools like ServiceNow

Good understanding of various HR Systems/ applications

Basic understanding of MIS

Good understanding of Quality Methodology and tools

Good understanding of Service level agreements and contractual compliance

Requirements

Should have good Excel and Presentation skills

Should have excellent client and stakeholder management skills

Behavioral Attributes

Excellent written and verbal communication skills

Excellent probing, problem-solving, decision making and negotiation skills

Logical and efficient, with keen attention to detail

Effective Troubleshooting skills

Learning agility – Aptitude to venture in to unknown territories

Good researching skills

Core Role Responsibilities

Lead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties

Team management, Team engagement and Succession planning

Ensure appropriate staffing as required

Financial and contract Management

Ensure policies and procedures are followed and Zero noncompliance across the

Ensure the Service Levels are met consistently

Ensure data privacy requirements are followed with upmost focus. Drive regular

• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

Manage expectations from client stakeholders and internal leadership

Prepare and present data in internal and client governance forums.

Ability to drive a culture of high performance, continuous improvement and motivate the teams

Gather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffing

Language requirement

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3

Help Desk Technician

Mandaluyong, National Capital Region ₱ - ₱ Y Unity Outsourcing OPC

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Job Description

WORK SCHEDULE: Helpdesk Technician

Remote (Work from home)

Helpdesk Technicians play a pivotal role in delivering exceptional service to our Managed Agreement clients by utilizing client\'s comprehensive technology stack. They adhere to established processes and procedures while actively contributing to the creation and maintenance of documentation for common issues, thereby streamlining recurring tasks. In addition to assisting in ticket scheduling and responding to phone and chat support requests, Technicians are responsible for diligently following up with end users and ensuring the resolution of all tickets. They are also skilled at identifying requests that fall outside the scope of existing agreements and taking appropriate action

Basic Functions:

• Efficiently managing and resolving trouble tickets
• Facilitating effective communication with both internal teams and clients
• Offering responsive chat and phone support
• Independently coordinating their own schedules
• Maintaining meticulous document and file management
• Conducting quality assurance checks on completed tickets
• Educating and encouraging clients to adhere to best practices
• Proactively addressing ongoing issues and ensuring their resolution

Additional Duties and Responsibilities:

• Providing valuable remote assistance to on-site technicians
• Identifying opportunities for process improvement and actively participating in their development
• Collaborating seamlessly within and across teams to ensure the swift resolution of issues and the completion of root cause analyses
• Rigorously testing solutions to prevent recurring issues and avoid short-term band-aid fixes
• Offering informed product recommendations from within our technology stack
• Recognizing out-of-scope opportunities and furnishing comprehensive information required for successful project execution

Knowledge, Skills, and/or Abilities Required:

• Hardware and Software Expertise: Proficient in installation, configuration, and troubleshooting of hardware and software.
• Technical Troubleshooting: Exceptional problem-solving skills in technical scenarios.
• Effective Communication: Ability for collaboration with cross-functional teams and clients.
• Detail Orientation: Meticulous attention to detail in documentation, system changes, and ticket notes.
• Time Management: Effective multitasking and task prioritization.
• Adaptability: Ability to stay current with evolving IT technologies and industry trends.
• Fast-Paced Environment: Capability to excel in dynamic, fast-paced work settings.
• Interpersonal Skills: Strong interpersonal abilities for teamwork and client interactions.
• Continuous Learning: Willingness to acquire new skills and expand technical expertise.
• Customer-Centric Approach: Focused on delivering exceptional service and support.
• Analytical Thinking: Aptitude for diagnosing and resolving complex technical issues.

This advertiser has chosen not to accept applicants from your region.

4

Help Desk Support

Posted 1 day ago

Job Viewed

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Job Description

We\'re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

At Acquire Intelligence, our mission is to help businesses work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you\'re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career — Join us today and be part of a team where your work makes an impact. WHY JOIN THE A-TEAM? Come for a career, stay for the fun

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways
• Get recognized through our Value Awards
• Grow your career — yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900+ promotions given each year
• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

As a Help Desk Support Specialist, you will support internal staff and management in utilizing platforms such as IBMS, Aquira, and Salesforce efficiently. You\'ll handle front-line queries, troubleshoot system issues, perform system administration, and work closely with various support tiers and vendors to maintain seamless operations.

Your Responsibilities Include

• Responding promptly and accurately to user queries with solutions, workarounds, or training materials
• Performing general system administration tasks including user setup and data maintenance
• Troubleshooting, replicating, and documenting system issues, escalating to Tier 2/3 as needed
• Tracking and managing support tickets using ServiceNow
• Assisting Tier 2/3 support with vendor coordination and reporting tasks
• Maintaining accurate documentation of bugs and resolutions

What You Bring

• 3+ years of helpdesk or IT support experience (MSP experience strongly preferred)
• Strong knowledge of Windows 10/11 and Microsoft Office
• Hands-on experience with RMM tools (Kaseya, ScreenConnect, or similar)
• Microsoft 365 admin experience and SaaS troubleshooting skills
• Familiarity with Active Directory basics
• Solid grasp of networking fundamentals
• Ability to explain tech clearly to non-technical people
• High standards for communication, documentation, and follow-through
• Fluency in written and spoken English

Why you\'ll love working here

Job Types: Full-time, Permanent

Pay: Up to Php38,000.00 per month

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion

This advertiser has chosen not to accept applicants from your region.

3

Ayala Alabang, National Capital Region

₱

Y Stark Asia Solutions, Inc

Posted today

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Help Desk Specialist

Posted today

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Job Description

As a Service Desk / Help Desk Specialist, you will play a vital role in providing efficient and effective IT support to our customers, ensuring their technology needs are met and resolved in a timely manner.

Job Description:

• Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
• Diagnose and troubleshoot a variety of hardware and software issues
• Provide first-line support and escalate complex issues to the appropriate technical teams
• Maintain accurate and up-to-date documentation of all support activities
• Identify and recommend process improvements to enhance the customer experience
• Collaborate with cross-functional teams to ensure seamless IT service delivery

Job Requirements:

• Graduate of Bachelor\'s degree in any field
• At least 18 months of experience in a service desk or IT helpdesk role
• Open for candidates who completed 1st year in college
• We are also accepting High School Graduate or Senior High School graduate with 4 years relevant experience
• Excellent communication and customer service skills to effectively interact with end-users

Job Types: Full-time, Permanent

Pay: Up to Php38,000.00 per month

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion

This advertiser has chosen not to accept applicants from your region.

Help Desk Supervisor

Posted today

Job Viewed

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Job Description

Educational Background

Graduate in any discipline

Basic computer knowledge required (MS- Office Applications)

Proven ability to adapt to new tools by applying logical approach

Work experience as per the job grade.

The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for managing Tier 1 HR related queries from client employees, line managers, vendors and other 3rd parties basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure. Responsible to ensure Service Levels and contractual compliance are adhered to.

This role requires mandatory periodic rotational shifts on 24/7 basis

5 days Work from office is mandatory requirement of the role

Knowledge and Experience

Excellent understanding of various processes of core HR Operations

• Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US

Employees

• Should have experience in using Workflow / case management tools like ServiceNow

Good understanding of various HR Systems/ applications

Basic understanding of MIS

Good understanding of Quality Methodology and tools

Good understanding of Service level agreements and contractual compliance

Requirements

Should have good Excel and Presentation skills

Should have excellent client and stakeholder management skills

Behavioral Attributes

Excellent written and verbal communication skills

Excellent probing, problem-solving, decision making and negotiation skills

Logical and efficient, with keen attention to detail

Effective Troubleshooting skills

Learning agility – Aptitude to venture in to unknown territories

Good researching skills

Core Role Responsibilities

Lead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties

Team management, Team engagement and Succession planning

Ensure appropriate staffing as required

Financial and contract Management

Ensure policies and procedures are followed and Zero noncompliance across the

Ensure the Service Levels are met consistently

Ensure data privacy requirements are followed with upmost focus. Drive regular

• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

Manage expectations from client stakeholders and internal leadership

Prepare and present data in internal and client governance forums.

Ability to drive a culture of high performance, continuous improvement and motivate the teams

Gather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffing

Language requirement

This advertiser has chosen not to accept applicants from your region.

4

Ayala Alabang, National Capital Region

₱

Y Stark Asia Solutions, Inc

Posted today

Job Viewed

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Help Desk Supervisor (continued)

Educational background continues...

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5

IT Help Desk

Posted today

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Job Description

We are looking for a Level 1 IT Help Desk Specialist to join our team. This role is ideal for someone who is detail-oriented, tech-savvy, and eager to support end-users with their day-to-day IT needs.

Responsibilities:

• Handle employee onboarding and offboarding (account setup, access, etc.)
• Perform password resets and resolve account unlocks
• Install and configure required software (Microsoft Office, Adobe, and other company tools)

Provide basic troubleshooting for disk space, camera, keyboard, monitor issues, and network connectivity

Printer and Wi-Fi issues; shared/mapped drive access problems

Work setup: Remote

Work hours: 20 hours per week

Part-Time Employment

Night Shift

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