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IT Service Desk Associate

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8x8

Jan 20

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You should have 1-2 years in IT service desk, strong customer service skills, knowledge of Windows 10, MacOS, Active Directory, ticketing systems, VPN, and basic network troubleshooting.
  • You will respond to incidents via chat, email, and remote sessions, log queries, troubleshoot issues, manage administration tasks, escalate incidents, and document resolutions while ensuring service excellence.

Requirements

  • Minimum 1-2 years experience in a professional IT service desk environment.
  • Experience using and managing ticket-based enterprise workflow management systems.
  • Outstanding customer service, communication and interpersonal skills.
  • Ability to effectively communicate, both verbally and in writing with customers and coworkers in a professional, courteous and positive manner.
  • Strong teamwork ethic and dependability.
  • Strong analytical and problem solving skills.
  • Sound technical knowledge of Windows 10 and latest MacOS operating systems.
  • Basic understanding of network fundamentals and troubleshooting (ethernet, wireless, VPN, DNS, TCP/IP).
  • Experience with PC management tools and end-user applications.
  • Experience with video conferencing solutions and support.
  • Experience with VOIP systems.
  • Ability to prioritize tasks to complete requests and meet SLAs.
  • Flexibility to work rotating shifts in a 24/5 environment.
  • Willingness to learn new technologies.
  • In office or hybrid work environment.
  • Diploma in Information Technology or equivalent, or an acceptable combination of education and experience.
  • Experience administering and supporting:
  • Active Directory/Okta
  • Apple MDM Solutions - Addigy, JAMF
  • Office Productivity Suites - G-Suite Enterprise (Gmail, GCal, GDocs, etc) and Microsoft Office
  • Jira, Halo ticketing systems
  • Aruba ClearPass / Wireless
  • VPN connectivity - Global Protect and Cisco Anyconnect
  • Basic experience with audit, governance, and compliance (SOC2, GDPR, Sarbanes Oxley, ISO 27001)

Responsibilities

  • Coordinate and promptly respond to all incidents and service requests through chat, email and remote sessions.
  • Log all support queries in the ticketing system.
  • Troubleshoot, diagnose and resolve hardware, software and application issues.
  • Ensure all diagnostics, errors and screen shots are adequately recorded and captured in ticket notes.
  • Manage administration tasks such as onboarding, offboarding, application provisioning and deprovisioning.
  • Uphold service excellence through regular communication and set clear expectations to drive user satisfaction.
  • Escalate high priority incidents to 2/3rd Line support and to IT Leadership.
  • Manage ticket queues effectively and achieve SLA.
  • Identify any patterns or trends with ticket types and escalate to Team Lead.
  • Document resolutions in service desk knowledge base.
  • Follow established IT policies and procedures.
  • Contribute to fixes, solutions and suggestions for improving our service.

FAQs

What is the job title for this position?

The job title for this position is IT Service Desk Associate.

What are the primary responsibilities of the IT Service Desk Associate?

The primary responsibilities include coordinating and responding to incidents and service requests, logging support queries, troubleshooting hardware and software issues, managing administrative tasks like onboarding and offboarding, and ensuring service excellence through communication.

What experience is required for this role?

A minimum of 1-2 years of experience in a professional IT service desk environment is required.

What technical skills are essential for this position?

Essential technical skills include sound knowledge of Windows 10 and the latest MacOS operating systems, basic understanding of network fundamentals, experience with PC management tools, and familiarity with video conferencing and VOIP solutions.

Is prior experience with specific tools and systems necessary?

While not mandatory, experience with tools like Active Directory, Apple MDM Solutions, Office Productivity Suites (G-Suite, Microsoft Office), and ticketing systems such as Jira or Halo is desirable.

What type of work environment can this position expect?

The position allows for an in-office or hybrid work environment, with flexibility to work rotating shifts in a 24/5 setup.

Are there opportunities for professional development?

Yes, there is a willingness to learn new technologies, which creates opportunities for professional development.

Does 8x8 Inc. support equal employment opportunities?

Yes, 8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Is there an E-Verify program participation for US jobs?

Yes, 8x8 participates in the E-Verify program for jobs located in the US.

Who should I contact for reasonable accommodation requests?

You can email careers@8x8.com for reasonable accommodation requests, making sure to include “Reasonable Accommodation” in the subject line.

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8x8

One platform. Every communications experience

Consulting
Industry
1001-5000
Employees
1987
Founded Year

Mission & Purpose

8x8 is a leading provider of cloud-based communication solutions, offering voice, video, chat, contact centre, and enterprise-class API services. Their solutions help businesses improve their communication, collaboration, and customer engagement by providing a unified, seamless platform accessible from anywhere. 8x8’s ultimate mission is to empower organisations of all sizes with reliable, scalable, and secure communication tools that drive productivity and foster stronger relationships with customers. Their purpose is to simplify and enhance business communication, enabling teams to connect efficiently and deliver excellent service across the globe.