Valor Global, Inc.
IT Service Desk Administrator
Internal IT Service Desk role at a BPO in Binan City, Laguna: provide Tier 1/2 support for hardware, Windows/Microsoft 365, VPN and CRM tools, manage Active Directory accounts and password resets, and resolve tickets via ITSM tools (ServiceNow/Jira) on shifting schedules for 24/7 operations.
- Compensation
- ₱25K–₱35K / mo
- Location
- Binan City, Laguna
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 1+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in IT, Computer Science, or equivalent work experience
- 1-2 years experience in a Service Desk or IT Helpdesk role, preferably in BPO/call center
- Proficiency in Windows 10/11 and Microsoft 365 administration
- Basic understanding of networking (TCP/IP, DNS, DHCP)
- Familiarity with remote desktop tools and ticketing systems
- Excellent verbal and written English communication skills
- Ability to remain calm and professional under pressure
- Strong analytical and problem-solving skills
- Willing to work shifting schedules including night shifts for 24/7 BPO operations
Nice to have
- ITIL Foundation Certification
- CompTIA A+ or Microsoft Certified Professional (MCP) status
- Experience with VoIP or cloud-based dialer systems (Avaya, Five9, Genesys)
Full description
Salary: ₱25,000 – ₱35,000 per month
Key Responsibilities
- Provide Tier 1 and Tier 2 support for hardware (desktops, headsets, thin clients) and software (MS Office 365, CRM tools, VPN).
- Log, track, and resolve tickets via the ITSM tool (e.g., ServiceNow or Jira) while meeting strict resolution deadlines.
- Manage user accounts, password resets, and permissions within Active Directory and specialized BPO platforms.
- Perform routine system updates, patches, and workstation setups for new hire batches.
- Identify complex issues and route them to Senior Engineers or Network Teams while maintaining ownership of the user experience.
Qualifications & Requirements
- Bachelor’s degree in IT, Computer Science, or equivalent work experience.
- At least 1–2 years of experience in a Service Desk or IT Helpdesk role, preferably within a BPO or high-volume call center environment.
- Proficiency in Windows 10/11 and Microsoft 365 administration.
- Basic understanding of networking (TCP/IP, DNS, DHCP).
- Familiarity with remote desktop tools and ticketing systems.
- Excellent verbal and written English communication skills.
- Ability to remain calm and professional under pressure.
- Strong analytical and problem-solving "detective" skills.
- Must be willing to work in shifting schedules (including night shifts) to support 24/7 BPO operations.
Preferred (Nice-to-Have)
- ITIL Foundation Certification.
- CompTIA A+ or Microsoft Certified Professional (MCP) status.
- Experience with VoIP or cloud-based dialer systems (e.g., Avaya, Five9, or Genesys).