Desktop Support Specialist (IT)

Desktop Support Specialist (IT) Be the friendly first point of contact for IT support, solving technical issues, empowering colleagues and keeping the workplace running smoothly. IT Support Analyst is accountable for the development and support (first level) of organization’s IT Service Desk Solutions. Responsibilities • First line of IT support for all team members via phone calls, emails, service desk requests, in person and remotely within an Information Technology Infrastructure Library (ITIL) framework. • Onboarding and offboarding team members and ensuring customer queries are captured, validated, and triaged within the ticketing system. • Troubleshooting common or basic technical issues, such as account and access related issues. • Maintaining knowledge base with common problems which can be accessed by customers. • Escalating cases to 2nd level support – Senior Support Specialist, Desktop Support Specialist and Infrastructure Team, where required. • Taking ownership of tickets including tracking, monitoring, following up, prioritising, and escalating incidents and coordinating with appropriate resources to resolve issues in a timely manner. • Actively reviewing and resolving helpdesk requests raised by the business, with a focus on root cause resolution. • Developing and maintaining key internal and external relationships, including liaising with stakeholders on policy, project or operational issues and responding to stakeholder needs and expectations. • Supporting the Service Delivery and Infrastructure Team to achieve high service uptime, by providing system information and updates regarding system performance and outages. • Supporting the Service Delivery and Infrastructure Team by managing the hardware asset registers to ensure manageable stock levels. • Role modelling organization's values (Accountability, Care, Team) Skills • Highly developed written and oral communication skills, particularly in discussing technical matters with non-technical people. • Good prioritisation and time management skills. • Ability to work creatively and analytically to solve problems • Knowledge in supporting PC, software, in a Windows environment. Experience • Experience in a customer service environment. • Experience working within a team, in a fast pacedand constantly changing environment. • Managing and effectively dealing with service requests and prioritising workload. I have these qualifications • Degree or Diploma in Information Technology, or related area desirable Role type Information Technology Support Locations Uptown Place, Bonifacio Global City, Taguig Remote status Fully Remote Work Schedule AEST Shifting Schedule? No Shifts with Daylight Savings? Yes About Satellite Office Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of. At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces. Why You'll Love Working Here: 🌟 You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter. 🚀 You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential. 🎉 You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more. 🏢 You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best. 💼 You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact. Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of. Applicant tracking system by Teamtailor