IT Service Desk Specialist

What You Will Do

• Act as a central point of contact for phone calls, emails, chats, and self-service tickets from Home Credit employees regarding IT issues and queries.
• Provide initial assessment, categorization, and prioritization for reported issues and resolve them when appropriate or escalate for further support where necessary.
• Ensure tickets are correctly routed to appropriate support groups.
• Manage user accounts such as password resets, access management, account creation and deactivation.
• Monitor, triage and escalate system alerts.
• Manage time and workload to meet predetermined KPIs and SLA.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Ensure proper documentations of incidents, service requests and system events.
• Identify, analyze problems, and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit.
  
  

What you need to have:

• At least 2 years and above working experience as IT Service Desk or Technical Support
• Experienced working in a dynamic culture
• Knowledgeable on AD, O365 or Outlook, JIRA Service Desk or other ticketing systems.
• Has an experience handling inbound calls, outbound calls, chats and email support.
• Fundamental knowledge in Linux, Wintel and Network Operations
• Technical documentation
• Excellent customer service, verbal and written skills
• Basic knowledge or familiarity in ITIL
  
  

What can set you apart:

• ITIL v3 Certified
• Knowledge or background in Splunk or other monitoring system
  
  

Job Perks You’ll Enjoy

• Hybrid work setup
• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities
  
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.