Service Desk Engineer

About CIBI Information Inc.:

CIBI Information Inc. (CIBI), the Philippines' first credit reporting agency, was first organized in 1982 as Credit Information Exchange System, a business information division attached to the Department of Loans and Credit of the Central Bank of the Philippines, now the Banko Sentral ng Pilipinas (BSP). It was jointly created by the BSP, the Securities and Exchange Commission (SEC), and the Financial Executives Institute of the Philippines (FINEX).

In 2020, CIBI was acquired by Creador, a private equity firm, and is also accredited by the Credit Information Corporation (CIC) and the Philippine's Credit Information Registry. Since 2020, CIBI has been working closely with CTOS, Malaysia's leading credit reporting agency, to leverage key strategies and reapply to the Philippine market.

About the role:

The Service Desk Engineer will be responsible for serving as the first point of contact for IT-related incidents and service requests. The role will focus on incident management, request fulfillment, and user support across hardware, software, network, and application environments. The Service Desk Engineer will ensure that the issues are logged, prioritized, resolved, or escalated in accordance with established SLAs, IT policies, and service management best practices, while maintaining a high level of customer satisfaction.

Duties and Responsibilities:

• Serve as the first-level support for IT incidents and service requests via ticketing system, email, chat, or phone.
• Log, categorize, prioritize, and track incidents and requests to resolution in accordance with SLAs.
• Provide remote and on-site support for desktop systems, laptops, printers, peripherals, and approved applications.
• Troubleshoot and resolve common hardware, software, operating system, and network connectivity issues.
• Perform laptop repair and maintenance, including basic hardware diagnostics, component replacement, OS reinstallation, and preparation of laptops for deployment or return to service.
• Assist in setting up and providing technical support for projector and audio systems during company events, meetings, and presentations.
• Install, configure, and support company-standard software and tools.
• Ensure endpoint compliance with security controls including antivirus, encryption, patching, and device policies.
• Escalate complex or unresolved issues to appropriate IT teams while providing complete and accurate documentation.
• Communicate clearly with users regarding issue status, expected resolution time, and closure confirmation.
• Create and maintain service desk documentation, FAQs, and knowledge base articles to improve resolution efficiency.
• Support IT asset tracking, device deployment, onboarding, offboarding, and clearance processes.
• Assist in IT initiatives and projects such as system rollouts, migrations, and new technology implementations.

Job Specifications:

Educational Background

• Graduate of Bachelor's degree in Computer Science/Engineering/Information Technology or any related course/degree

Experience

• Preferably 1–3 years of experience in a service desk, technical support, or customer support role.

Technical Skills

• Hands-on experience in laptop and desktop hardware repair and diagnostics.
• Strong knowledge of Windows and macOS installation, recovery, and troubleshooting.
• Familiarity with laptop components (RAM, SSD/HDD, batteries, displays, keyboards, motherboards).
• Experience using diagnostic tools, imaging tools, and vendor utilities.
• Basic understanding of networking concepts (LAN, Wi-Fi, VPN).
• Familiarity with endpoint security, MDM tools, and ticketing systems.
• Ability to document repair work, root cause, and resolution accurately.

Other Skills

• Strong analytical and troubleshooting skills with attention to detail.
• Excellent customer service, communication, and documentation skills.
• Ability to manage multiple tickets and prioritize tasks in a fast-paced environment.
• Team-oriented mindset with willingness to learn and adapt to new technologies.