Spanish Bilingual | ITSD
Location
metro manila, metro manila
Job Type
Full-time
Category
IT Services and IT Consulting
Posted
June 07, 2026
Responsibilities
- Serve as the initial point of contact for users via phone, chat, and email
- Record and categorize incidents, service request, and inquires in ITSM (Service Now).
- Provide first-line support for common IT issues such as:
Password Resets and Unlock accounts
Basic network and connectivity issues
Basic outlook concerns
Basic hardware and connection issues
Software installation
- Follow standard operating procedures for issue resolution and escalation.
- Escalate unresolved or complex incidents to ATS (Advance Technical Support).
- Communicate (English/Spanish) effectively with users regarding ticket status and resolution updates.
- Prioritize tickets based on urgency and impact.
- Document solutions and contribute to the Knowledge base.
- Participate in continuous improvement initiatives and regular team ...