Level 3 IT Service Desk Specialist

16 hours ago

Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time $40,000 - $80,000 per year

The Service Desk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket.

This position reports to the Service Desk Manager. This position 
does not
 have supervisory responsibilities.

Responsibilities

  • Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Communicate with users to collect information about initial problem being experienced.
  • Provide general assistance to troubleshoot routine issues through use of department policies and procedures.
  • Escalate and route tickets throughout various IT departments as applicable for resolutions.
  • Document and track information for tickets within the IT Service Management Software.
  • Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department.
  • Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department.
  • Contribute to the accomplishments of the department metrics, SLAs, and goals.
  • Provide technical solutions and support knowledge to the IT Knowledge Base and department policies.
  • Escalate and route tickets throughout various IT departments as applicable.

Requirements:

  • High school diploma required; continuing education or relevant certifications preferred (e.g., ITIL, CompTIA).
  • Level 3: 3–5 years of experience in technical support, IT help desk, or customer service within fast-paced environments.
  • Proficient in using IT Service Management (ITSM) tools and cloud-based systems to resolve user issues efficiently.
  • Proven ability to handle multiple technical concerns simultaneously while maintaining service quality and professionalism.
  • Strong communication and interpersonal skills, effective across both virtual and in-person support channels.
  • Demonstrated expertise in customer support, with a focus on empathy, patience, and issue resolution.
  • Solid analytical and troubleshooting skills with a track record of identifying root causes and implementing long-term solutions.
  • Results-driven with high attention to detail and strong commitment to service-level targets.
  • Fluent in English (spoken and written); additional language skills are a plus.

  • Service Desk Administrator

    16 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 ResponsibilitiesProvide first and second-level support...

  • IT Service Desk Specialist

    15 hours ago

    Cebu City, Central Visayas, Philippines Kuehne & Nagel Full time ₱150,000 - ₱300,000 per year

    Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization's growth....

  • Service Desk Lead

    15 hours ago

    Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time $60,000 - $80,000 per year

    We are seeking a highly motivated and experienced Service Desk Lead to oversee and manage our service desk operations. The ideal candidate will ensure timely resolution of client issues, enforce SLA adherence, and lead the service desk team to deliver exceptional customer support.Key Responsibilities·       Lead and manage day-to-day operations of the...

  • IT Service Desk Specialist

    14 hours ago

    Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time ₱800,000 - ₱1,200,000 per year

    Experienced Recruiter | 8 Years in Corporate & IT Talent Acquisition Across Diverse IndustriesEmbark on a fulfilling and engaging career. Great salary package & benefits plus a great working environment. Escape the ordinary and start your career journey with us. This is a permanent, full-time role, office-based in Cebu Business Park. About BSA SolutionsWe...

  • IT Service Desk Specialist MI-DI

    15 hours ago

    Cebu City, Central Visayas, Philippines Kuehne & Nagel Full time $30,000 - $50,000 per year

    Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization's growth....

  • IT Service Desk Specialist

    15 hours ago

    Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time $40,000 - $60,000 per year

    Embark on a fulfilling and engaging career.Great salary package & benefits plus a great working environment + personalized L&D programEscape the ordinary and start your career journey with us.This is a permanent, full-time role, office-based in Cebu Business Park.About BSA SolutionsWe are a talent outsourcing company with offices in the Philippines and...

  • Global IT Service Desk Specialist

    16 hours ago

    Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time ₱500,000 - ₱1,000,000 per year

    Global IT Service Desk Specialist ( Technical Support)BSA Solutions Inc. NegotiableOn-site - Cebu 1-3 Yrs Exp Diploma Full-timeShareJob DescriptionDescriptionEmbark on a fulfilling and engaging career. Great salary package & benefits plus a great working environment. Escape the ordinary and start your career journey with us. This is a permanent, full-time...

  • IT Service Desk Specialist

    16 hours ago

    Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time ₱500,000 - ₱1,000,000 per year

    DescriptionEmbark on a fulfilling and engaging career. Great salary package & benefits plus a great working environment. Escape the ordinary and start your career journey with us. Earn generous benefits personalized L&D program. This is a permanent, full-time role, office-based in Cebu Business Park. About BSA SolutionsWe are a talent outsourcing company...

  • L3 Service Desk Specialist

    16 hours ago

    Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time $30,000 - $50,000 per year

    About The Role The Service Desk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is...

  • Service Desk Agent

    3 weeks ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team.As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent/IT Specialist will provide first-level support, troubleshoot issues,...