IT Helpdesk Specialist

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 right 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.

WHAT DO WE OFFER

• 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.

JOB SUMMARY

The IT Helpdesk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. 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 Helpdesk 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.

WHAT YOU'LL DO

• 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.
• Escalate and route tickets throughout various IT departments as applicable for resolutions.
• Document and track information for tickets within the IT Service Management Software.
• 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.
• 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.

REQUIREMENTS

• High school diploma required; continuing education or relevant certifications preferred (e.g., ITIL, CompTIA).
• Level III: 3–5 years of experience in technical support, IT help desk, or customer service within fast-paced environments.
• Proficient in using IT Service Management (ITSM) tools and cloud-based systems to resolve user issues efficiently.
• Proven ability to handle multiple technical concerns simultaneously while maintaining service quality and professionalism.
• Strong communication and interpersonal skills, effective across both virtual and in person support channels.
• Demonstrated expertise in customer support, with a focus on empathy, patience, and issue resolution.
• Solid analytical and troubleshooting skills with a track record of identifying root causes and implementing long-term solutions.
• Results-driven with high attention to detail and strong commitment to service level targets.
• Fluent in English (spoken and written); additional language skills are a plus.

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