Service Desk
Talentmate
Philippines
6th March 2026
2603-18884-219
Job Description
- Single Point of Contact of users both internal and external.
- Receiving, logging, and managing calls via telephone and email.
- Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
- Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
- Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
- Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
- Prepares reports and assure that information is readily available.
- Other job-related activities that may be assigned from time to time.
Experience & Technical Skills
- Background in customer service or help desk support is an advantage
- Proficient with Windows 11
- Strong working knowledge of Microsoft 365 (Outlook, Teams, Office applications)
- Familiarity with Active Directory (password resets, account unlocks)
- Basic understanding of networking concepts (VPN, DNS, IP basics)
- Experience using ticketing systems, especially ServiceNow
- Knowledge of remote support tools such as Bomgar
- Basic hardware troubleshooting, including:
- Laptops and desktops
- Multifunction printers
- Peripherals such as monitors and docking stations
- Understands and follows security and access control policies
- Identifies and escalates potential security incidents (e.g., phishing, compromised accounts)
- Handles user data and system access with strict confidentiality and compliance
- Applies secure troubleshooting practices to protect users information
- Ensures proper verification of users before performing account‑related actions
- Excellent communication and customer service skills across calls and emails
- Strong analytical thinking with logical and structured troubleshooting
- Demonstrated ownership, accountability, and reliable follow‑through
- Good attitude, including professionalism, willingness to learn, and a positive approach during challenging situations
- Fast learner who adapts quickly to new tools, processes, and environments
- Consistent and accurate documentation practices
- Consistent punctuality and strong attendance record
- Flexible with rotation schedules, including shifting hours, weekends, and holidays as required
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | Philippines | City: | Taguig National Capital Region |
| Company Website: | http://www.yondu.com | Job Function: | Information Technology (IT) |
| Company Industry/ Sector: |
Information Technology and Services | ||
What We Offer
About the Company
Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.
Disclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@talentmate.com.
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