Desktop Support Specialist (IT)

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential business services organization seeking a Desktop Support Specialist to join their IT team in the Philippines. This is a first-level support role working within an ITIL framework, serving as the primary point of contact for technical assistance across the organization.

Responsibilities

• Provide first-line IT support to team members via phone, email, service desk requests, in-person, and remote channels
• Handle onboarding and offboarding processes for team members, ensuring all queries are properly captured, validated, and triaged in the ticketing system
• Troubleshoot common technical issues including account access, permissions, and basic software problems
• Maintain and update the knowledge base with solutions to frequently encountered issues
• Escalate complex cases to second-level support teams (Senior Support Specialists, Desktop Support, and Infrastructure) as needed
• Own tickets from intake through resolution, including tracking, monitoring, follow-up, prioritization, and coordination with appropriate resources
• Focus on root cause resolution when addressing helpdesk requests from the business
• Build and maintain relationships with internal and external stakeholders, responding to needs around policy, projects, and operational matters
• Support Service Delivery and Infrastructure Teams by providing system performance information and status updates on outages
• Assist with hardware asset management to ensure appropriate inventory levels

What We're Looking For

• Degree or Diploma in Information Technology or a related field (desirable)
• Previous experience in a customer service environment
• Experience working collaboratively in a team within a fast-paced, dynamic environment
• Proven ability to manage service requests and effectively prioritize workload
• Strong written and verbal communication skills, especially when explaining technical concepts to non-technical users
• Excellent prioritization and time management abilities
• Creative and analytical problem-solving skills
• Knowledge of supporting PC hardware and software in Windows environments

How We Work with You

When you apply through Get A Job.ai, one of our recruiters will review your profile and conduct an initial screening. If there's a strong match, we'll submit your application to our client for consideration. Please do not contact the client directly—we manage all communication and coordination throughout the hiring process to represent your interests effectively.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices and works with clients who value diversity in their hiring.