Service Desk Specialist

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the "We Code Success" principle, we prioritize the success of our clients, consultants, and partners.

About project:

We are looking for a Service Desk Specialist for our French client, who specializes in producing various types of glasses and collaborating with opticians. Their mission is to enhance the quality of life by improving the quality of vision.

Responsibilities:

• As a Service Desk Specialist you will be you will be serving as the primary point of contact for all Office 365-related support requests, handling tickets received via phone, email, or ticketing system, and ensuring timely and effective resolution;
• You will be troubleshooting and resolving technical issues related to key Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, and OneDrive, to ensure smooth and uninterrupted operations for end-users;
• You will be assisting users with account setup, password resets, multi-factor authentication configuration, and access permissions, ensuring proper user identity and access management;
• You will be managing and documenting incidents, service requests, and resolutions within the organization's ITSM system, maintaining accuracy, traceability, and compliance with service management processes;
• You will be supporting user provisioning, license assignment, and group management activities within the Microsoft 365 Admin Center and Azure Active Directory;
• You will be performing basic administrative tasks such as mailbox management, Teams policy updates, and SharePoint site permission configurations to ensure optimal functionality and access control;
• You will be developing and maintaining user-facing documentation, including end-user guides, FAQs, and knowledge base articles, to promote self-service and enhance end-user understanding of O365 tools;
• You will be identifying recurring incidents or system issues and recommending process or configuration improvements to enhance service reliability and efficiency;
• You will be participating in team training and cross-functional learning sessions, continuously developing your technical skills and expanding service desk knowledge;
• You will be educating end-users on effective use of O365 tools and collaboration features, helping improve overall productivity and user experience within the organization.

Requirements:

• 1+ year of experience in a Service Desk or Technical Support role, with a focus on end-user assistance and issue resolution;
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition;
• Hands-on experience with Microsoft 365 applications and administration tools;
• Experience working with ITSM tools, ensuring accurate tracking and timely closure of incidents and service requests;
• Strong knowledge of Microsoft 365 core services: Exchange Online, Teams, SharePoint, and OneDrive;
• Familiarity with Microsoft 365 Admin Center and Azure Active Directory, including user provisioning and access management;
• Understanding of user access controls, security groups, and basic PowerShell commands, supporting administrative and troubleshooting activities;
• Knowledge of the ITIL framework and service management principles, ensuring adherence to structured support processes;
• Excellent communication and problem-solving skills, enabling clear interaction with both technical and non-technical users;
• Strong customer service orientation, demonstrating empathy, patience, and professionalism when assisting end-users;
• Ability to manage multiple priorities simultaneously, maintaining quality and efficiency under pressure;
• Collaborative mindset and adaptability, with a commitment to continuous learning and embracing evolving technologies.

We offer:

• Salary for work amounting to 30,000 – 40,000 PHP;
• Monthly transportation allowance of ₱4,000;
• ₱3,600 monthly de minimis non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee

Please be advised that we will only contact selected candidates