Level 2 Service Desk Support Specialist

4 days ago


Pasig, National Capital Region, Philippines Satellite Office Full time ₱250,000 - ₱450,000 per year

Primary Purpose of Role

The Service Desk Support Specialist is responsible for:

  • Provide Level 1 & 2 IT store support to stores including NewStore POS and all associated systems
  • Work with the infrastructure team to provide level 1 & 2 desktop support to the Satellite Office, MHUB and the warehouse
  • Provide general operational support to stores and the business
  • Assist in working on small projects
  • Testing and deploying software and hardware updates

Key Competencies , Skills Qualifications & Experience

Competencies & Skills

  • Excellent interpersonal and communication skills, with the ability to communicate to both non-technical and highly technical audiences verbal or written
  • Technical troubleshooting skills
  • Calm and patient and able to perform well under pressure
  • Troubleshooting various printers including Zebra Label printers and A4 Printers
  • Monitoring systems and raising a problem ticket is there is a wide systems problem
  • Writing up comms to inform key stakeholders of a problem affecting the business and stores
  • Effective time management and team work and the ability to work un-supervised
  • Excellent documentation skills, in writing functional/technical specification and user requirements
  • Proactively takes the initiative
  • Has a sense of urgency with the execution of business processes
  • Generates and evaluates alternative solutions
  • Acts with integrity, is transparent, approachable and consistent in own behaviour
  • Actively listens to and seeks to understand the customer needs
  • Pursues continuous learning and self- development
  • Demonstrates behaviours that build a constructive culture
  • Manages open, reciprocal professional relationships by treating all individuals with respect to achieve business success

Education/Qualifications/Memberships

  • Minimum 2 years commercial experience in an IT Helpdesk Support environment, desktop/PC information technology user services function.
  • Tertiary qualification in Information Technology
  • ITIL (optional)

Preferred Experience

  • Experience working in a call centre or desktop support role Experience with the following technologies:
  • Windows 11
  • Office365 including Outlook
  • Windows Active Directory
  • Experience working within a ticketing system (FreshService) and a focus on meeting SLAs
  • Knowledge in Configuring & Troubleshooting networks
  • Configuration and installation of PC's, printers and other equipment
  • Understanding of hardware and software architecture
  • Printer support including Zebra and Brother printers

Key Result Area and Key Responsibilities

*A. IT Store Support*

  • Providing phone and desk based technical support to our internal customers with occasional travel to stores
  • Build relationships with users to promote the work of the team and ensure that the desktop/PC Support team`s roles and responsibilities are understood
  • Assist stores with operational
  • queries
  • Assist with other areas of the business such as App support and Property team
  • Work on weekends and public holidays on a rostered basis
  • Work withing a rostered week which includes early morning shift and late shift
  • Provide excellent customer service experience, ensuring that any solutions provided are communicated openly and transparently
  • Send comms to key stakeholders if there is a systems issue affecting the business
  • Will require some lifting of hardware
  • Organising hardware replacements

B. Satellite Office, MHUB & Treadshed IT support

  • Provide level 1 & 2 IT support for Satellite Office users
  • Assist with onboarding and offboarding team members
  • Decommission old hardware
  • Image and configure new laptops and PCs
  • Work with external vendors to log repairs
  • Manage and maintain hardware assets using ITGlue
  • Will require some lifting of hardware

C. Project tasks

Assist with project tasks including:

  • New store openings
  • Store closures
  • Software version testing and deployments

D. Training/Documentation

  • Maintain all documents and keep them updated
  • Provide technical guidance (training) and support to other Desktop/PC Support staff and store staff
  • Software installations, helpdesk enquiries, network support.
  • Ensure good documentation, in writing functional/technical specification and end user requirements.


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