IT Service Desk Coordinator

ABOUT USBSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global companies to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate.

We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve. HEADLINEAre you seeking an exciting job opportunity in a dynamic and growing IT Solutions company?

Are you a starter in IT or with at least 2-3 years' experience looking to expand your expertise with networks and IT Support and looking for a long-term career in NOC or in service desk or being a systems engineer? We are seeking a highly skilled SERVICE COORDINATOR for our client, an IT Solutions Company providing expert support globally with sites in 11 countries. What's in it for you?

Be part of a collaborative and supportive work environment. A personalized development program supports your professional growth and development. Being part of an international team of innovative and passionate colleagues.

This is a full-time role, 24/7 Shifting Assignment. This is an Office-based position in central Cebu City. Competitive Salary Package + generous benefits + personalized learning and development.

ABOUT THE ROLEWe are seeking an organized and efficient Service Coordinator to join our team. The Service Coordinator will be responsible for coordinating the assignment and scheduling of IT support tasks, ensuring timely resolution of technical issues reported by users across various departments. The ideal candidate will have strong communication skills, attention to detail, and the ability to prioritize tasks effectively.

This role requires collaborating closely with IT technicians, managers, and end-users to ensure smooth workflow and optimal resolution of IT-related issues. RESPONSIBILITIESInitial contact and communicates with the customers through phone or the ticketing system. Responsible for the viewing, checking and triage helpdesk tickets.

Triage and Assign requests to appropriate department or support lead. Process all tickets within SLA guidelines and follow the proper procedures. Ensure all tickets are efficiently assigned and provide clear information of the customer's concern.

MINIMUM REQUIREMENTSBachelor's degree in Information Technology, Computer Science, or related field preferred. At least 2 years proven experience in a similar role, such as IT dispatching, service coordination, or help desk support. Extensive experience in client relationship management, including international clientele.

Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment. Excellent communication skills, both written and verbal, with the ability to interact professionally with users at all levels of the organization. Proficiency in using IT service management tools and ticketing systems (e.g., ServiceNow, Zendesk, JIRA).

Basic understanding of Azure, Citrix, and Firewall technologies. Preferred experience in using ConnectWise but not required. Knowledge of IT terminology, hardware, software, and networking concepts.

Ability to work independently with minimal supervision as well as part of a collaborative team. Attention to detail and a commitment to delivering high-quality service and support to end-users. Flexibility to adapt to changing priorities and willingness to work occasional evenings or weekends as needed.

Certification in ITIL (Information Technology Infrastructure Library) or relevant IT service management frameworks is a plus but not mandatory. WHY YOU SHOULD JOIN USBSA 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.