Job description
Kickstart your IT career at Visaya Knowledge Process Outsourcing Corporation as an IT Service Desk Support (Level 1). You will become the first point of contact for end users, delivering friendly, professional support to resolve technical issues with speed and accuracy. This role offers hands-on exposure to help desk operations, software and hardware troubleshooting, account management, and fundamental networking concepts. Based in Ortigas, Metro Manila, you will join a fast-paced service desk team where your decisions have real impact on productivity and user satisfaction.
What you’ll gain is more than just a job — you’ll receive comprehensive training, ongoing skills development, and opportunities to grow into higher-level IT roles within a globally oriented BPO. You’ll work with a diverse set of technologies and processes, gain experience in incident management, and contribute to a culture that values customer focus and continuous improvement. Visaya KPOC supports your career ambitions with clear progression paths, performance-based recognition, and a collaborative, supportive environment.
If you are reliable, proactive, and excited to learn in a lively service desk setting, apply now to start your journey with Visaya Knowledge Process Outsourcing Corporation.
Responsibility
- Serve as the first point of contact for IT users via phone, email, and chat, triaging and resolving incidents and requests in a timely manner.
- Troubleshoot hardware, software, operating systems (Windows and macOS), printers, and network connectivity issues.
- Document all interactions in the ticketing system, categorize, prioritize, and follow up until resolution.
- Perform account administration tasks (password resets, access provisioning) and enforce security best practices.
- Provide remote assistance and escalate complex problems to Level 2 support when necessary.
- Collaborate with IT teammates to implement quick fixes and share knowledge to prevent recurring issues.
- Maintain up-to-date knowledge base articles and standard operating procedures for front-line support.
- Deliver excellent customer service by communicating clearly, managing expectations, and ensuring user satisfaction.
Qualification
- Diploma, associate degree, or relevant IT certification; bachelor’s degree preferred.
- 0-1 year of hands-on experience in IT help desk or service desk (internships accepted).
- Strong communication and customer service skills with a friendly, professional demeanor.
- Basic working knowledge of Windows and macOS, common office applications, and troubleshooting methodologies.
- Familiarity with basic networking concepts (DNS, VPN, Wi-Fi) and incident management.
- Ability to work in a fast-paced environment, manage multiple tickets, and collaborate with teammates.
- Willingness to learn, adapt, and follow established processes and security guidelines.