IT Helpdesk

We are seeking a reliable and customer-focused Tier 1 Helpdesk Technician to join our IT support team. In this frontline role, you will provide essential technical assistance to staff across schools and offices, ensuring timely resolution of issues and seamless user experience. This position is ideal for individuals who thrive in a collaborative environment, enjoy problem-solving, and are passionate about delivering high-quality IT support.

Key Responsibilities

• Serve as the first point of contact for IT support requests, assisting users across various locations.
• Manage ticket intake and triage, resolving common issues such as password resets, device troubleshooting, and user onboarding.
• Escalate complex technical issues to higher-level support teams or system administrators when necessary.
• Maintain accurate and detailed documentation of incidents, actions taken, and resolutions within the ITSM system.

Qualifications

• 1–2 years of experience in IT support, helpdesk, or a related technical support role (preferred).
• Strong communication skills with a customer service-focused approach.
• Basic understanding of Microsoft 365, Windows OS, and common enterprise IT environments.
• Ability to work flexible shifts and effectively manage high ticket volumes.
• Willing to work on a nightshift schedule
• Has own equipment and reliable internet connection

Key Performance Indicators (KPIs)

• First Contact Resolution: ≥ 70% of tickets resolved during initial contact.
• Service Level Compliance: ≥ 90% of tickets resolved within SLA.
• User Satisfaction: ≥ 85% positive feedback from end users.

Job Types: Full-time, Permanent

Pay: Php25, Php40,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Work from home

Application Question(s):

• Are you willing to work on nightshift schedule?
• Do you have your own equipment that you are willing to use?

Experience:

• helpdesk: 1 year (Required)

Work Location: Remote