IT Helpdesk Support

2 days ago

Cebu City P, Philippines Centrics Networks Pte Ltd Full time ₱180,000 - ₱250,000 per year

Position: IT Helpdesk Support

Location: Cebu IT Park, Cebu City

Job Type: Full-time (Onsite/Office)

Position Summary

The Helpdesk Support serves as the first point of contact for all technical incidents, service requests, and inquiries raised by managed customers. This role ensures timely triage, documentation, and coordination of support cases, maintaining service quality and operational efficiency across a 24x7 environment.

The Helpdesk Support acts as the communication bridge between clients and the on-call Network and System Engineers, ensuring seamless escalation and resolution of issues while upholding customer satisfaction and SLA commitments.

Key Responsibilities

  • Serve as the primary contact for customer-reported incidents and requests via phone, email, or ticketing system.
  • Log, categorize, and prioritize tickets according to defined service levels and business impact.
  • Perform initial troubleshooting for common issues (e.g., connectivity, access, hardware/software errors) and provide resolution where applicable.
  • Coordinate with on-call Network and System Engineers for escalation of critical or unresolved incidents.
  • Ensure all cases are accurately documented, updated, and closed with complete resolution details.
  • Monitor ticket queues and follow up with both customers and engineers to ensure timely response and resolution.
  • Provide status updates and communication to customers throughout the incident lifecycle.
  • Conduct shift handovers with clear documentation of ongoing cases and pending actions.
  • Track and report recurring issues or potential problem trends for review by engineering teams.
  • Maintain awareness of customer environments and service dependencies to ensure efficient triage.
  • Contribute to the improvement of helpdesk workflows, knowledge base content, and escalation procedures.

Qualifications

Education:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Experience:

  • At least 1–2 years of experience in IT Helpdesk, Technical Support, or similar customer-facing IT operations role.
  • Experience working in a 24x7 environment with ticket-based support workflows.
  • Familiarity with ticketing and monitoring tools (e.g., Bolddesk, ServiceNow, ManageEngine, Zabbix, or PRTG).

Technical Competencies:

  • Basic understanding of network concepts (IP addressing, VPN, connectivity checks).
  • Familiarity with Windows/Linux systems and standard troubleshooting commands.
  • Exposure to email systems, remote access tools, and user access management.
  • Knowledge of incident escalation and SLA management.

Soft Skills:

  • Strong communication and customer service orientation.
  • Ability to remain calm and professional under pressure.
  • Detail-oriented, disciplined in documentation, and reliable in shift coverage.
  • Proactive in following up on escalated cases and ensuring closure.

Job Types: Full-time, Permanent

Pay: From Php18,000.00 per month

Application Question(s):

  • What is your expected salary?

Education:

  • Bachelor's (Required)

Location:

  • Cebu City 6000 P07 (Required)

Work Location: In person

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