Service Desk- Technical Support SME (FOR POOLING)

Role Overview

Operating across designated sites (Makati, Laguna, and Albay), the Service Desk Technical Support Specialist provides hands‑on hardware, software, and localized data communication support. This role acts as Level 1 support, maintaining ownership of incident recording, immediate diagnostic troubleshooting, and on‑site asset maintenance.

Key Responsibilities

• Provide immediate phone assistance and localized problem resolution for hardware, standard software, and core business applications.
• Receive, log, gather diagnostic data, and generate trouble tickets for incoming service calls.
• Manage the full administrative lifecycle of assigned incidents, problems, and support calls through to completion.
• Process and monitor Install, Move, Additions, Change, and Setup (IMACS) tracking requests.
• Provide Level 1 support for workstations, laptops (HP, Lenovo, or equivalent), associated peripherals, and standa...