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Level 1 Service Desk Support Specialist

Level 1 Service Desk Support Specialist

Satellite OfficePasig, Metro Manila, PH
11 hours ago
Job type
  • Quick Apply
Job description

Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.

At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.

Why You'll Love Working Here :

🌟 You’re Valued.

You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.

🚀 You’ll Grow.

From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.

🎉 You’ll Belong.

We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.

🏢 You’ll Work in Style.

Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.

💼 You’ll Work with Global Brands.

We match you with top international clients where you’ll work directly with their teams and make a real impact.

Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.

Primary Purpose of Role

The Helpdesk Support is responsible for :

  • Ensuring that stores are supported with day to day POS, IT software and hardware, ensuring information, guidance and solutions are consistent with company policies and procedures.

Key Result Area and Responsibilities

A. Incident Management

  • Answer phone calls as a matter of priority
  • Provide advice and assistance regarding store operation and POS system including peripherals

    • Escalate tickets to appropriate level of IT support

    CoHub Desktop Support

  • POS Incident management

    • B. Documentation

  • Ensure the Manual and processes are kept up to date in line with upgrades

    • C. Training

  • Providing support & training to Retail Area Managers, Store Managers

    • D. Maintenance

  • Maintain stores and staff in POS

    • E. Testing

  • Conduct UAT for any new POS functionality, software release or peripheral changes

    • Key Competencies , Skills Qualifications & Experience

    Competencies & Skills

  • Proficient knowledge of POS Systems
  • Excellent interpersonal and communication skills
  • Knowledge of service desk and SLAs
  • Ability to think laterally on all issues and take a proactive approach to resolve them

    • Education / Qualifications / Memberships

  • Minimum 2 years commercial experience in an IT Helpdesk Support environment, desktop / PC information technology user services function.
  • Tertiary qualification in Information Technology
  • ITIL (optional)

    • Preferred Experience

  • Previous retail experience with store administration and POS System functionality
  • Developed POS system knowledge and general PC skills in Word and Excel
  • Experience creating POS Documentation & Procedures
  • Windows 11
  • Experience working within a ticketing system (FreshService) and a focus on meeting SLAs
  • Understanding of hardware and software architecture
  • Printer support including Zebra and Brother printers.
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    Service Desk • Pasig, Metro Manila, PH