ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required: · Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system · Provide first-level support for all IT - hardware, software, applications and network issues. · Diagnose and troubleshoot a variety of hardware and software issues · Escalate unresolved issues to appropriate teams or higher-level support · Log, track, and manage incidents and service requests using ITSM tools · Ensure timely resolution and follow-up with users for backlog tickets · Create and update knowledge base articles and user guides · Promote ITIL best practices across the support team · Open, log, prioritize, assign, close tickets logged in the IT Service Desk. · Query the User for all relevant information concerning the call made or issue reported by the user. · Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution. · Escalate tickets not resolvable by SD, in accordance with SSG escalation procedures. · Provide status updates on Tickets to users. · Reopen Ticket / Create a new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction. · Able to make sound decisions and work with minimal supervision. · Excellent interpersonal skills to foster cooperation among users, support teams and peers. · Identify and recommend process improvements to enhance the customer experience · Collaborate with cross-functional teams to ensure seamless IT service delivery QUALIFICATIONS : · Graduate bachelor's degree preferably in IT but consideration for related experience. · At least 18 months of experience in Service Desk or IT Help Desk role · Strong problem-solving and analytical skills to quickly identify and resolve issues · Excellent communication and customer service skills to effectively interact with end-users · Working knowledge of common desktop applications, operating systems, and hardware · Ability to multitask and prioritize tasks in a fast-paced environment · Enthusiasm for continuous learning and adaptability to new technologies · With no issues working onsite 100% in our site in Pasig · With no issues working on night shifts, shifting schedule, weekends & holidays SKILLS PREFERRED: · Technical Skills: o Proficiency in Windows OS (e.g., Windows 10/11) and Server 2016/2019 are advantageous. o Strong knowledge of Microsoft Office Suite (O365) and other common desktop applications. o Understanding networking concepts, including TCP/IP, DNS, and DHCP. o Wireless and wired network troubleshooting. o Experience with Active Directory and user account management. o Basic knowledge of hardware components and troubleshooting techniques. o Knowledge of OS installation, configuration, and troubleshooting. o Experience with Active Directory (AD) for: o User and group account management, password resets. o Familiarity with Single Sign-On (SSO). o ITIL Framework: Familiarity with Incident, Problem, and Change Management. o Awareness of common cybersecurity practices: Password policies, phishing prevention, and malware identification. o Basic troubleshooting of antivirus software and firewalls. o Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. o Strong problem-solving and analytical abilities. o Ability to work independently and manage time effectively in a remote work environment. o Customer-focused with a commitment to providing high-quality support.