Service Desk Representative Sr

Requisition Number: 99990 

Location: This is an onsite opportunity where you will work fully in the office. Our office location is at 10th and 11th Floor Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605

Insight at a Glance

•   Received 35+ industry and partner awards in the past year

•   $9.2 billion in revenue

•   #20 on Fortune’s World's Best Workplaces™ list  •   14,000+ engaged teammates

•   Recognized as a Great Place to Work in the year 2022, 2023, 2024 and 2025

•   $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions. 

As a Service Desk Representative Sr. you are the intermediate line in support of Insight customers. In this role, you will primarily fulfill access requests related to client resources such as file/folder access, onboarding, offboarding, email and shared calendars, application access, and more. The ideal candidate will also act as a subject matter expert and secondary point of escalation for Insight’s Tier 1 Service Desk teammates. 

As a Service Desk Representative Sr., you will get to:

• Provide second-level technical support to end-users for various hardware and software issues, including troubleshooting, diagnosing, and resolving complex problems.
• Escalate issues to third-level support as needed and work collaboratively with other teams to resolve issues.
• Provide expert level technical support of end user hardware, software, mobile devices, and peripherals.
• Develop and maintain documentation for support procedures, troubleshooting guides, and access provisioning workflows to be passed to the tier 1 team (shift-left).
• Support desktop, laptops, tablets, phones, and other corporate equipment with primary focus on the remote setup, repair, and/or maintenance of computer hardware equipment and peripheral devices.
•    Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. As a Client Operations Representative you are positioned for swift advancement within our organization through a structured career path. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

We are looking for a Service Desk Representative Sr. with:

• Bachelors Degree and with 3-5 years of total experience in a fast paced, enterprise IT support role with a focus on providing technical support to end-users and managing access provisioning
• Strong technical skills in Windows operating systems, Microsoft Office Suite, and other commonly used applications.
• Experience in troubleshooting issues in MAC, Windows desktop environments: Office 365 Suite applications.
• Experience with a ticketing system, preferably ServiceNow
• Experience with remote desktop support tools, VPN and VDI environments, Citrix
• Knowledge of Mobile devices (iOS, Android)
• Excellent communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical users
• Willing to work on Full Onsite and shifting schedules.

What to Expect

We’re legendary for taking care of our teammates. We want you to enjoy a full, meaningful life and stick around Insight for the long haul.

We offer all the benefits you expect—health, dental, vision, PTO—plus: 

• Health Insurance Available on Day 1 of employment (HMO) with 2 free dependents
• Full Onsite set up
• Group Life Insurance  
• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities. 

Join us today, your ambITious journey starts here. 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!