IT ServiceDesk Specialist

Overview

LOCATION: FLB Corporate Center, Cebu Business Park

WORK TYPE: Full-time role

WORK ARRANGEMENT: Onsite

SHIFT: Monday – Friday 10:00 PM – 7:00 AM

PAY RANGE: Php 40,000 – Php 50,000

About BSA Solutions

Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we're not just offering jobs- we're building careers. With offices in both the Philippines and Malaysia, we offer a wide range of diversified roles across various industries, from accounting and IT to marketing and human resources. We are a dynamic, fast-growing company committed to nurturing an inclusive and supportive workplace culture where you can thrive. With a focus on professional development, work-life balance, and competitive benefits, we provide the perfect environment for you to grow both personally and professionally. If you are a talented professional eager to contribute to a world-class team and work with global clients, your next great career move is waiting for you here. We are a talent outsourcing company with offices in the Philippines and Malaysia. We guide, inspire, and empower young talents to be the heroes that drive business growth. We are more than just a workplace—we are a family. We create a satisfying work environment, one where you\'ll look forward to coming to every day. A place where the best and brightest minds meet to build a community of successful companies.

• Financial Security: Enjoy a stable and competitive salary along with a comprehensive benefits package, including private health insurance and paid time off.
• Structured Career Growth: Benefit from clear advancement opportunities, dedicated mentorship, and personalised training programs that go beyond a typical job.
• Community and Support: Become part of a collaborative, dynamic team. You\'ll work in a supportive environment where you can build strong professional relationships and grow together.
• Global Career Opportunities: Work with leading companies from around the world and gain international exposure, all from the comfort of your home country.

The IT ServiceDesk Specialist provides comprehensive information systems technical support, identifying, troubleshooting, and resolving reported user issues and problems, including complex and escalated (Level 3) incidents. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket.

This position reports to the Service Desk Manager. This position does not have supervisory responsibilities.

• Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Communicate with users to collect information about initial problem being experienced.
• Provide general assistance to troubleshoot routine issues through use of department policies and procedures.
• Independently troubleshoot and resolve complex technical issues from Level 1, Level 2 and Level 3.
• Collaborate with other IT teams (e.g., Network Operations, System Administration, Development) to resolve advanced and persistent technical problems.
• Document and track information for tickets within the IT Service Management Software, ensuring thorough and accurate records for all resolution steps, including complex Level 3 solutions.
• Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department, especially for recurring Level 3 issues.
• Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department.
• Contribute to the accomplishments of the department metrics, SLAs, and goals, with a focus on timely resolution of escalated tickets.
• Provide technical solutions and support knowledge to the IT Knowledge Base and department policies, specifically documenting solutions for Level 3 problems.
• Escalate and route tickets throughout various IT departments as applicable only when a resolution cannot be achieved internally within the Service Desk\'s Level 3 capabilities.

• High school diploma or equivalent is required. Continuing education degree preferred.
• At least 3-5 years of progressive experience in a technical support/customer service focused position or relevant work experience, with demonstrated ability to resolve complex technical issues (Level 2/3).
• Previous experience with IT Service Management tools in a similar role, cloud based system experience is preferred.
• Experience working in a Managed Service Provider (MSP) environment is a significant advantage.
• Comfortable working in a fast-paced environment with little to no issue dealing with multiple tasks at one time.
• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person.
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy.
• Exceptional analytical, troubleshooting, problem-solving, and root cause analysis skills, capable of diagnosing and resolving highly complex technical issues.
• Commitment to quality and achieving results that are oriented to detail and task completion.

Ready to apply your expertise in a role that offers both stability and significant growth? If you have a passion for precision and a talent for supporting others, we want to hear from you.

Take the next step in your career and apply now to join our world-class team