Level 1 Service Desk Support Specialist

1 week ago

Ortigas Metro Manila, Philippines Satellite Office Full time

LEVEL 1 SERVICE DESK SUPPORT SPECIALIST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN LEVEL 1 SERVICE DESK SUPPORT SPECIALIST?

The Helpdesk Support is responsible for:

  • Ensuring that stores are supported with day to day POS, IT software and hardware, ensuring information, guidance and solutions are consistent with company policies and procedures.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

A. Incident Management

  • Answer phone calls as a matter of priority
  • Provide advice and assistance regarding store operation and POS system including peripherals
  • Escalate tickets to appropriate level of IT support

CoHub Desktop Support
- POS Incident management

B. Documentation

  • Ensure the Manual and processes are kept up to date in line with upgrades

C. Training

  • Providing support & training to Retail Area Managers, Store Managers

D. Maintenance

  • Maintain stores and staff in POS

E. Testing

  • Conduct UAT for any new POS functionality, software release or peripheral changes

Key Competencies , Skills Qualifications & Experience

Competencies & Skills

  • Proficient knowledge of POS Systems
  • Excellent interpersonal and communication skills
  • Knowledge of service desk and SLAs
  • Ability to think laterally on all issues and take a proactive approach to resolve them

WHAT ARE WE LOOKING FOR?

  • Minimum 2 years commercial experience in an IT Helpdesk Support environment, desktop/PC information technology user services function.
  • Tertiary qualification in Information Technology
  • ITIL (optional)

Preferred Experience

  • Previous retail experience with store administration and POS System functionality
  • Developed POS system knowledge and general PC skills in Word and Excel
  • Experience creating POS Documentation & Procedures
  • Windows 11
  • Experience working within a ticketing system (FreshService) and a focus on meeting SLAs
  • Understanding of hardware and software architecture
  • Printer support including Zebra and Brother printers.

  • Service Desk Technician

    5 days ago

    Ortigas, Metro Manila, Philippines Satellite Office Full time

    SERVICE DESK TECHNICIANWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.WHAT IS A/AN SERVICE DESK TECHNICIAN?Administering reliable and responsive service...

  • Service Desk Engineer, Level 1

    1 week ago

    Fully Remote Metro Manila or Cebu, PHL, Philippines Parachute Technology Full time

     ** THIS JOB POSTING IS AVAILABLE FOR APPLICANTS IN CEBU CITY OR METRO MANILA ** POSITIONThis role serves as the primary point of contact for our clients, acting as the voice of the company. When clients need help it is you they hear. We are currently seeking an experienced, professional, and approachable IT Support/Help Desk Engineer to join our expanding...

  • Service Desk

    2 weeks ago

    Bonifacio Global, Metro Manila, Philippines Private Advertiser Full time

    QUALIFICATIONSCollege graduate or completed at least 1 year in college18 months of experience in the Service Desk roleWilling to work onsite 100% at assigned locationAmenable to work night shifts, shifting schedules, weekends, and holidaysCan start ASAPRESPONSIBILITIESProvide first-line technical support via phone, chat, email, and self-service/web portal...

  • L2 Help Desk Support Specialist

    9 hours ago

    Ortigas, Metro Manila, Philippines iSupport Worldwide Full time

    Be a part of our fast-growing team and unchain all the possibilitiesWhat is your mission?We are looking for a L2 Help Desk Support Specialist who can deliver fast, accurate, and customer-focused support for a growing SaaS platform. You will manage Zendesk tickets, perform L2 investigations, escalate issues through Jira, create documentation, analyze trends,...

  • Service Desk Engineer

    2 weeks ago

    Ortigas, Metro Manila, Philippines Satellite Office Full time

    SERVICE DESK ENGINEERWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.WHAT IS A/AN SERVICE DESK ENGINEER?The Service Desk Engineer will act as the first...

  • HubSpot Support Desk Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines 1840 & Company Full time

    The Support Desk Specialist handles Level 1 customer support tickets through HubSpot Service Hub, ensuring fast response times, accurate routing, and clean data for reporting and automation.Key ResponsibilitiesHandle incoming Level 1 support tickets (FAQs, basic inquiries)Maintain SLAs for response and resolution timesRoute escalations to appropriate...

  • Tier 1 Service Desk Support Engineer

    7 days ago

    Manila, National Capital Region, Philippines Redpoint Global Inc. Full time

    TheTier 1 Service Desk Engineerserves as the initial point of contact for customers seeking technical assistance. This role involves troubleshooting, diagnosing, and resolving basic technical issues, as well as escalating more complex problems to higher-tier support.Responsibilities:Triage all incoming support requests via ticketing systems, with high focus...

  • Level 2 Help Desk Technician – Cloud

    1 week ago

    Ortigas Post Office P, Philippines f9-4c18-482e-b114-a445d5e240d5 Full time

    Level 2 Help Desk Technician – Cloud & Security SpecialistLocation: On-site (iSupport Worldwide Office)Experience: Mid-Level, 3–5 YearsAbout the RoleWe are seeking a Level 2 Help Desk Technician with strong technical expertise and hands-on experience in managed IT environments. This role requires ownership of complex issues, mentoring Level 1...

  • Service Desk Engineer

    5 days ago

    Bonifacio Global, Metro Manila, Philippines Satellite Office Full time

    SERVICE DESK ENGINEERWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.WHAT IS A/AN SERVICE DESK ENGINEER?At Virtuelle Group, we pride ourselves on being your...

  • IT Service Desk

    1 week ago

    Bonifacio Global, Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time

    Role SummaryWe are seeking customer-focused L1 IT Service Desk Analysts to provide first-line technical support to our global users. Successful candidates will be fluent in English plus one of the following languages: French and German. This role focuses on incident intake, basic troubleshooting, ticket management, and escalation to higher-level support when...