Service Desk Associate

TL;DR

Service Desk Associate: Provide first-line technical support to global colleagues through phone, email, chat, remote, and desk-side channels with an accent on diagnosing and resolving end-user issues. Focus on troubleshooting hardware/software problems, managing tickets, and ensuring SLA compliance in a high-volume environment.

Location: Manila (hybrid work arrangement, report to the office)

Company

World’s leading news organisation recognised for authority, integrity, and impartial journalism, with a global collaborative culture.

What you will do

• Provide omni-channel support (phone, email, chat, remote, desk-side) to FT business globally on rotated basis, diagnosing and resolving issues using FreshService.
• Handle high volumes of contacts, resolve or reassign tickets, and manage personal queue to meet SLA targets.
• Escalate queries to IT teams, perform user administration, software/hardware installations, and maintain asset listings.
• Support VOIP telephony, mobile devices, and end-user applications while creating and sharing knowledge.
• Contribute to service improvements and facilitate mobile handset requests.

Requirements

• Proven excellent customer service in high call volume, fast-paced environment
• First-class written and spoken communication skills
• Ability to multitask under pressure with shifting schedules
• Good knowledge of Windows 11, Mac OSX, Google Workspace, Active Directory
• Experience supporting remote customers across devices (desktop, laptop, mobile, tablet)
• Proficiency in Microsoft admin tools and troubleshooting end-user incidents

Nice to have

• ITIL Foundation Certificate
• Accredited support qualifications

Culture & Benefits

• Warm, collaborative culture supporting growth, career aspirations, and wellbeing
• Commitment to diversity, equity, inclusion, and disability confidence
• Opportunities to challenge yourself, develop skills, and build a flexible career path