IT Helpdesk Coordinator

1 day ago

Makati City, National Capital Region, Philippines RCM Philippines Full time ₱960,000 per year

We are looking for a IT Helpdesk Coordinator to be the first line of support for our IT team, responsible for handling, prioritizing, and escalating technical issues efficiently. This role requires strong problem-solving skills, excellent communication, and the ability to work in a fast-paced environment while ensuring minimal disruption to business operations.

Key Responsibilities:

Incident Management & Triage

  • Serve as the first point of contact for IT-related issues and requests.
  • Accurately log, categorize, and prioritize incoming tickets based on urgency and impact.
  • Perform initial troubleshooting and attempt first-level resolution before escalation.
  • Route unresolved issues to the appropriate IT teams or specialists.

Technical Support & Troubleshooting

  • Provide basic troubleshooting for hardware, software, and network issues.
  • Guide end-users through common IT problems and document solutions for future reference.
  • Reset passwords, manage user accounts, and assist with access-related concerns.
  • Identify recurring technical issues and propose solutions to reduce future incidents.

Communication & Documentation

  • Maintain clear and timely communication with users regarding ticket status and resolutions.
  • Document troubleshooting steps, known issues, and best practices for internal knowledge bases.
  • Collaborate with IT teams to improve ticket-handling workflows and response times.

System Monitoring & Escalation

  • Monitor IT systems and alerts to detect potential problems proactively.
  • Escalate critical issues to senior IT staff or specialized teams as needed.
  • Assist in coordinating IT support efforts during system outages or incidents.

Qualifications & Skills:

Education & Experience:

  • Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • At least 3 years of experience in an IT support, helpdesk, or triage role.

Job Types: Full-time, Permanent

Pay: Php60, Php80,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • Are you willing to work on a hybrid setup and night shift in Makati City (Yes or No)

Experience:

  • IT Support: 4 years (Required)
  • IT Triage: 4 years (Required)

Work Location: In person

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