Service Desk Specialist

6 days ago

Manila, National Capital Region, Philippines Socium - Teams Done Differently Full time

Desired Competencies

Must-Have:

  • Excellent
    verbal and written communication skills
    , with a strong focus on
    customer service
    and
    interpersonal collaboration
    .
  • Willingness to work in rotating shifts
    , including
    night shifts, weekends, and holidays
    as required in a 24x7x365 operations environment.
  • Proactive in handling customer requests
    via Teams calls, email, chat, web, or phone, ensuring timely and professional responses.
  • Flexible to provide voice support
    as needed.
  • Strong ability to
    understand customer issues
    and
    route them to the appropriate support teams
    effectively.
  • Demonstrated ability to
    collaborate across teams
    and maintain positive working relationships.
  • Capable of
    thriving in a fast-paced, high-demand environment
    and providing extended support during week-offs if required by business needs.
  • Basic technical knowledge
    in Systems, Backup, and Network operations.
  • Proven ability to
    drive high customer satisfaction
    while maintaining defined
    SLAs and KPIs
    .

Good-to-Have:

  • Microsoft Certified Professional (MCP)
    and/or
    ITIL Certification
    .

Key Responsibilities

  1. Deliver professional, courteous, and efficient
    technical support
    to end users.
  2. Troubleshoot and resolve
    basic desktop issues
    , including
    printer installations
    ,
    Active Directory (AD)
    ,
    Exchange
    ,
    hardware
    , and
    wireless network
    issues.
  3. Maintain clear and concise
    communication in English and Filipino
    to ensure smooth coordination and understanding across teams.

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