Help Desk/Service DEsk

2 weeks ago

Ayala Alabang, National Capital Region, Philippines NYGC Services, Inc. Full time ₱250,000 - ₱500,000 per year

Job Description

  • Serve as first point of contact for IT support requests (phone, email, chat, ticketing system)
  • Provide first-level troubleshooting for hardware, software, and network issues
  • Perform password resets, account unlocks, and access requests
  • Log, categorize, and prioritize incidents and service requests in the ITSM tool
  • Escalate unresolved or complex issues to Tier 2/Tier 3 support teams
  • Follow standard operating procedures (SOPs) and knowledge base (KB) articles
  • Assist in software installations, account setups, and peripheral configurations
  • Provide remote desktop support using approved tools
  • Communicate updates and resolutions to users clearly and professionally
  • Document resolutions and contribute to IT knowledge base
  • Maintain compliance with IT policies, security protocols, and SLAs
  • Administrative
  • Closes tickets as soon as they are resolved.
  • Maintains and updates daily monitoring of deliverables of service.
  • Prepares and submits needed reports.

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