Wrist Service Center is seeking an IT Support Service Desk professional to join our team. This role will be responsible for the classification and prioritization of service requests and ensuring smooth IT support operations across our platforms and users.
What you'll be doing:
- Service Desk Operations
- Classify, prioritize, and respond to user requests in the IT Service Management (ITSM) tool.
- Create and maintain Standard Operating Procedures (SOPs).
- Document activities, guidelines, and solutions in the knowledge base for continuous improvement.
- User Support and Account Management
- Set up new users and manage user accounts in Active Directory (AD) and Compliance Suite.
- Handle user change requests (e.g., name, email, access rights, address updates).
- Offboard users by disabling access in AD and other systems.
- System and Application Support
- Provide 1st-level support for ERP systems (AX 3.0, AX 2012, Dynamics 365).
- Assist users with specialized applications, including “RoomPlanner.”
- Administer retail configurations and support front-end setups.
- Proactively monitor and maintain the integration platform.
- Technical Maintenance
- Support software installations and PC setups.
- Assist with system upgrades and maintenance of infrastructure components (Windows 10, iOS, Windows Server 2012R2, Windows Server 2016).
- Contribute to asset, client, and inventory management processes.
- Reporting
- Track and follow up on service requests, changes, and resolutions.
- Provide regular status reports and activity updates.
What we're looking for:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience in 1st-level IT support or service desk operations.
- Strong technical understanding and troubleshooting skills.
- Proficient in Microsoft Office 365, Azure, and Windows environments.
- Working knowledge of infrastructure design and architecture.
- Familiar with client, asset, and inventory management tools.
- Detail-oriented, organized, and capable of multitasking in a fast-paced environment.
- Excellent communication and customer service skills.
Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Ermita, Manila
Work Setup: Hybrid