Global Directory
Help Desk Support — Manila, Philippines
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The Help Desk Support is responsible for receiving, documenting, and resolving software, hardware, and network issues reported by our internal customers. In addition to having a high sense of self-motivation, this individual must display superior telephone, root cause analysis, and issue resolution skills.

Key Responsibilities:

  • Provide first line support for any information technology issues and problemsProvide assistance by phone, email and/or using a ticket management system
  • Track issues to resolution
  • Update the internal knowledgebase with issue resolution details
  • Track user account creation, changes and deletions
  • Perform account password resets
  • Support computers, laptops, tablets, smart phones, applications and printers
  • Monitor system alerts and escalate errors
  • Install/update software applications as needed
  • Escalate problems as required to Tier 2 support
  • Quickly and accurately determine incident scope and impact
  • Follow up on tickets at pre-defined intervals until resolved
  • Act as a liaison between customers and technical escalation teams
  • Other duties as assigned
Education and Experience Requirements:
  • Bachelor’s Degree required
  • Microsoft Office
  • Networking
  • Desktop Hardware
  • Printers
  • 2 to 3 years’ experience
  • Travel (domestically and potentially internationally) 10-20%
Required Knowledge, Skills and Abilities:
  • Excellent communication skills, verbal and written are a must
  • Effective listening and questioning skills are required to get to the root cause of an issue
  • Ability to systematically troubleshoot complex problems
  • A good working knowledge in Microsoft applications and Windows operating systems
  • Strong customer service, time management, and multi-tasking skills