IT – Service Desk Specialist

Woodgrain

. Receive, evaluate, and prioritize incoming requests involving hardware, software, networking, and other computer-related technologies .

Posted 11/4/2026full-timeCebu City • PhilippinesJunior💰 ₱35,000 - ₱50,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer service, with a strong focus on troubleshooting, problem-solving, and effective communication. Proficient in IT Service Management tools and committed to improving service desk efficiency and quality.

Highest-signal resume keywords

Technical Support ExperienceIT Service Management ToolsTroubleshooting SkillsCustomer Service AbilitiesAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisTechnical SolutionsService Desk PracticesDocumentationTicket TrackingCloud Based SystemsStandard Operating ProceduresMetrics ContributionSLA Management

Soft Skills

Excellent CommunicationInterpersonal SkillsEmpathyDetail OrientationTask Completion

Tools & Technologies

IT Service Management Software

Certifications & Qualifications

High School DiplomaContinuing Education Degree

Industry Keywords

Technical SupportCustomer ServiceFast-Paced EnvironmentVirtual PlatformsProblem-Solving

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

Receive, evaluate, and prioritize incoming requests involving hardware, software, networking, and other computer-related technologies
Communicate with users to collect information about reported problems
Troubleshoot routine issues using department policies and procedures
Escalate and route tickets to applicable IT departments
Document and track tickets in IT Service Management software
Contribute to creating and implementing departmental Standard Operating Procedures
Identify opportunities to improve Service Desk practices and efficiency
Contribute to department metrics, SLAs, and goals
Provide technical solutions and support knowledge to the IT Knowledge Base and department policies
Monitor ticket progress and provide regular updates until resolution and closure
No travel to other Woodgrain locations required

Requirements

What you’ll need

High school diploma or equivalent is required
Continuing education degree preferred
At least 1 year of relevant work experience in a technical support/customer service focused position
Previous experience with IT Service Management tools in a similar role
Cloud based system experience is preferred
Comfortable working in a fast-paced environment with multiple tasks
Excellent communication abilities and interpersonal skills across virtual platforms and in-person
Strong customer service abilities and professional, composed, empathetic interactions
Strong analytical, troubleshooting, problem-solving, and root cause analysis skills
Commitment to quality, detail, and task completion
Ability to effectively communicate in English, verbally and in writing
Additional languages preferred
Must occasionally lift or move up to 25 pounds