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IT Officer and Helpdesk Specialist

C

CIIT College of Arts and Technology Inc.

25 - 35K PHP
Full-time
94 Kamuning Rd. 94 Kamuning Rd, Diliman, Quezon City, 1103 Metro Manila, Philippines

IT Helpdesk Specialist

Responsibilities:

Service Request & Incident Handling

  • Receive, log, and manage IT service requests and incidents through the helpdesk system.
  • Act as the first point of contact for users requiring technical assistance.

Level 1 Technical Support

  • Provide initial troubleshooting and resolution for common issues related to end-user devices (desktops, laptops, peripherals); Software applications; User access and account-related concerns.

Ticket Management

  • Accurately document all incidents and service requests.
  • Classify, categorize, and prioritize tickets based on impact and urgency.
  • Ensure timely updates and proper closure of support tickets.

Escalation Management

  • Identify issues that cannot be resolved at Level 1.
  • Escalate complex or unresolved cases to IT Support Specialists and Systems & Network Group.
  • Follow established IT service management (ITSM) procedures for escalation.

User Support & Communication

  • Provide clear guidance and updates to users regarding their requests.
  • Maintain a professional and customer-focused approach in all interactions.

Compliance with IT Policies

  • Adhere strictly to institutional IT policies, standards, and procedures.
  • Ensure all actions align with approved IT governance frameworks.

Documentation & Knowledge Contribution

  • Maintain accurate records of issues and resolutions.
  • Contribute to knowledge base articles for recurring issues.



IT Officer

Responsibilities:

  • Provide timely support for hardware, software, and network issues to stakeholders
  • Set up and configure computers, peripherals, and IT equipment
  • Assist stakeholders with system access, troubleshooting, and application use
  • Document issues, solutions, and escalate complex problems when necessary
  • Track and maintain records of all IT hardware and software assets
  • Manage the full lifecycle of assets—from acquisition to disposal
  • Conduct regular inventory audits and reconciliations
  • Coordinate with vendors and procurement for IT asset needs