Service Desk Administrator

13 hours ago

Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time $40,000 - $60,000 per year

Introduction We are looking for dedicated and skilled Service Desk Administrators to provide technical support and ensure smooth operations for our MSP clients. The ideal candidates will be responsible for ticket resolution, client support, and assisting in the maintenance of our service desk systems.

Key Responsibilities
  • Provide first and second-level support to clients across multiple tenants.
  • Manage, monitor, and respond to service desk tickets in accordance with SLA agreements.
  • Assist in the configuration and maintenance of client portals and ticketing systems.
  • Escalate unresolved or complex issues to the Service Desk Lead or technical specialists.
  • Document incidents, solutions, and known issues in the knowledge base.
  • Support onboarding of new clients, including user setup and permissions.
  • Monitor system alerts and perform routine checks to ensure service desk platforms are operational.
  • Assist in reporting and performance tracking for SLA compliance and team productivity.
Requirements
  • Experience in IT support, helpdesk, or service desk roles.
  • Familiarity with service desk platforms (e.g., ManageEngine, SolarWinds, Zendesk, Atera).
  • Strong understanding of SLA management and ticketing workflows.
  • Excellent problem-solving, communication, and interpersonal skills.
  • Ability to work in a multi-tenant environment and manage multiple client requests simultaneously.
  • Basic understanding of networking, system administration, and common IT issues.
  • Prior experience in an MSP environment is desirable.

What We Offer

  • Competitive salary and benefits package.
  • Exposure to leading ITSM and MSP tools.
  • Opportunities for professional growth and certifications.
  • Collaborative team environment and supportive leadership.

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