IT Helpdesk Administrator

Position: IT Helpdesk Administrator

Location: MoA, Pasay

Work setup & shift: Onsite | Shifting Schedule

Your Role

• Perform initial triage of IT incidents and service requests logged through the Helpdesk system.
• Act as the first point of contact for users, diagnosing and resolving Level 1 and Level 2 technical issues.
• Manage and maintain Helpdesk tickets, ensuring accurate documentation, categorization, prioritization, and timely resolution in line with SLAs.
• Provide support for Microsoft 365, Active Directory, Citrix, mobile device management, workstations, printers, and related technologies.
• Investigate and resolve escalated incidents involving server infrastructure, network connectivity, Oracle Simphony POS systems, and business applications.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures while identifying oppo...