IT Service Desk - Hybrid Setup

Work Setup: Hybrid Setup (1x week onsite in BGC, Taguig)
Shift Schedule: Morning/Mid/Night Shift

Requirements:

• Proficient in English and German (written & oral)
• Must be a Philippine Citizen & resident
• 1 year of Service Desk experience
• Also open to Fresh Graduates, preferably in IT
• Technical Knowledge: AD, Office365, SAP, Hardware and Software support, Infrastructure Services (Server and Network), ITSM Tools (BMC Helix).
• Process Knowledge: Familiar with or experienced in non-technical concepts such as the ITIL Framework, customer service principles, etc.

Job Description:

• Incident Management: Escalate IT-related issues reported by end-users across supported company locations through phone, email, chat, or ticketing systems. This includes triaging, troubleshooting, resolving, and escalating incidents as needed.
• Request Management: Track and monitor the progress of service requests escalated to other IT support teams.
• Access Provisioning: Review and fulfill IT access requests submitted by end-users, escalating to appropriate teams when necessary.
• Access Termination: Review and process IT access termination requests, ensuring proper deactivation and escalation when required.