IT Service Desk Specialist

• Embark on a fulfilling and engaging career.
• Great salary package & benefits plus a great working environment + personalized L&D program
• 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 Solutions

We are a talent outsourcing company with offices in the Philippines and Malaysia. We guide, inspire and empower young talents to be the heroes that drive business growth. We are more than just a workplace. We are a family. We create a satisfying work environment, one where you'll look forward to coming to everyday. A place where the best and brightest minds meet to build a community of successful companies

About The Role

The IT 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 III: 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.

WHY YOU SHOULD JOIN US

BSA Solutions, Inc. emphasizes in:

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
• Encourages you to appreciate each moment and find balance in your lives, being fully present, cultivating mindfulness, and finding joy in the present.
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.