Assistant IT Supporter – Service Desk

DSV - Global Transport and Logistics

. Support customers via phone, email, and IM Chat .

Posted 9/24/2026full-timeParanaque • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills and the ability to communicate complex technical information in a user-friendly manner. Proficient in incident management and troubleshooting within IT environments, with a focus on maintaining accurate documentation and knowledge base articles.

Highest-signal resume keywords

Customer Service OrientationAnalytical Troubleshooting SkillsITSM Application ProficiencyMicrosoft Office Power UserExcellent English Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTechnical TroubleshootingITSM DocumentationKnowledge Base Article CreationUser Administration

Soft Skills

Customer EngagementTeam CollaborationAssertivenessMotivationAbility to Work Under Pressure

Tools & Technologies

ITSM ToolMicrosoft Office

Industry Keywords

BPO ExperienceService Desk ProceduresKCS Methodology24x7 Coverage

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Support customers via phone, email, and IM Chat
Process User Admin-related requests and perform first-line troubleshooting and analysis for technical concerns
Act as the first point of contact for IT clients regarding IT matters
Create, categorize, classify, analyze, and document incidents in the ITSM application
Attempt to resolve problems using authorized IT systems and the ITSM Knowledge Base
Maintain contact with Service Desk clients, clarify issues, modify workstations, and advise users
Transfer tickets to appropriate support lines or task groups when escalation is required
Coordinate between Service Desk clients and other IT organizational units
Maintain complete, current, and consistent case documentation in the ITSM tool
Support the Incident Management process and participate in escalations
Report minor technical cases to the Team Leader
Follow KCS methodology and use, improve, and create knowledge-base articles
Build knowledge of IT environments, processes, and Service Desk procedures

Requirements

What you’ll need

Graduate of any Bachelor’s degree or 2yrs course
Career shifters with at least 6months BPO exp (must but not required)
Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of customer engagement and problem resolution
Acts with urgency and responds well under pressure
Ability to communicate complex technical context in customer-friendly terms
Excellent attendance and punctuality; capable of being self-managed
Team player, able to work closely with a few individuals
Excellent English speaking, reading and written skills
Analytical troubleshooting skills
Microsoft Office power user
None or 6 months BPO experience, technical or non-technical
Prepared to work rotational shifts providing 24×7 coverage
Fresh graduates accepted