IT Helpdesk

2 weeks ago

Cebu City, Central Visayas, Philippines Virtual Staffing Solutions Full time ₱20,000 - ₱40,000 per year

Key Responsibilities

Serve as the
first point of contact
for all IT-related inquiries (phone, email, chat, or ticketing system).
Provide
Level 1 troubleshooting
for:
Password resets and account unlocks
Email configuration and access issues (Outlook, Exchange, Office 365, Gmail)
Software installation/removal support
Printing, scanning, and basic hardware setup
Network connectivity issues (basic Wi-Fi/LAN troubleshooting)
Log, track, and close support tickets in the IT help desk system.
Communicate solutions to users in
clear, concise language
—whether spoken or written.
Escalate unresolved issues to Level 2/3 support teams as needed.
Maintain knowledge base articles and contribute to IT documentation.
Deliver
exceptional customer service
, ensuring all requests are handled with professionalism and empathy.
Support end users across multiple time zones, including U.S. business hours

Qualifications & Skills

Education:
Bachelor's degree in IT, Computer Science, or related field (preferred but not required).
Experience:
1–2 years in an IT Help Desk, Technical Support, or BPO tech account.
Technical Skills:
Proficiency with Windows & Mac OS environments
Familiarity with Office 365, Outlook, Teams, Zoom, and Google Workspace
Knowledge of Active Directory for account management
Basic understanding of ticketing systems (e.g., ServiceNow, Zendesk, FreshDesk, Jira)
Communication Skills:
Excellent written and verbal English communication skills are required.
Ability to explain technical information to non-technical users in a professional, friendly manner.
Soft Skills:
Strong problem-solving and analytical abilities
Ability to multitask in a fast-paced environment
Customer-first mindset with a calm, professional demeanor

About the Job:

Perks and Benefits Include:

IT Admin