Job description
Join eClerx as an IT Servicedesk professional in our night shift program based in Alabang. You will be the first point of contact for end-user IT issues, delivering high-quality technical support to a diverse set of employees across the business. This role blends hands-on desktop and software troubleshooting with proactive system maintenance, ensuring maximum uptime and service levels for our users. The position supports a hybrid work setup that combines onsite collaboration with remote assistance, pairing night-time coverage with opportunities for growth and skill development.
In this role, you will partner with a global IT team to resolve incidents efficiently, uphold service level agreements, and enhance the end-user experience. If you enjoy solving problems, communicating clearly with non-technical users, and thriving in a dynamic, customer-centric environment, this is the right place to build your IT career at eClerx.
Responsibility
- Provide timely IT support to end-users via phone, chat, and the ticketing system during night shifts, resolving issues or escalating as needed.
- Diagnose and troubleshoot hardware, software, and network connectivity problems on Windows desktop and laptop systems.
- Install, configure, and maintain standard software images and updates; perform routine system maintenance to minimize downtime.
- Assist users with account management, including password resets, access provisioning, and Active Directory requests.
- Document all incidents and resolutions in the ticketing system and contribute to a knowledge base for future reference.
- Collaborate with global IT teams to resolve complex issues and implement permanent fixes.
- Monitor service levels, track trends, and participate in continuous improvement initiatives to enhance support quality.
Qualification
- 1-3 years of IT help desk or technical support experience, preferably in a corporate or BPO setting.
- Strong knowledge of Windows operating systems, Microsoft 365 apps, VPN, and remote support tools.
- Familiarity with Active Directory, basic networking concepts, and ticketing systems (ServiceNow, Zendesk, or similar).
- Excellent communication skills with a customer-focused mindset and the ability to explain technical concepts to non-technical users.
- Ability to work night shifts in a hybrid setup, with reliable attendance and strong time-management skills.
- Analytical problem-solving abilities and a proactive approach to preventing recurring issues.
- Diploma or degree in IT, Computer Science, or a related field; IT certifications (A+, ITIL) are a plus.
- Willingness to learn and adapt in a fast-paced global environment and to support a diverse user base.