Technology Help Desk Associate

TL;DR

Technology Help Desk Associate (IT Support): Delivering technical support and Level 1 incident management for global users with an accent on customer service and troubleshooting. Focus on resolving software, hardware, and network issues while maintaining ITIL-based processes.

Location: Cebu, Philippines

Company

hirify.global is a global insurance provider offering a structured corporate environment for IT professionals.

What you will do

• Manage Level 1 incidents and service requests across various global communication channels.
• Troubleshoot end-user issues involving software applications, hardware, networks, and telecommunication systems.
• Analyze, document, and resolve incidents following established IT policies and procedures.
• Assist in the development and maintenance of problem and incident management processes.
• Perform remote desktop support and take ownership of issues until resolution.
• Operate on shifting schedules, including weekends and holidays, to meet operational needs.

Requirements

• Must be based in Cebu, Philippines.
• Prior experience in an IT Help desk or Service Desk role.
• Tertiary degree or an equivalent combination of education and work experience.
• Willingness to work shifting schedules, including holidays and weekends.

Nice to have

• Experience working within an ITIL-based environment.
• Specific qualification in IT or engineering.

Culture & Benefits

• Opportunity to work in a global service delivery environment.
• Focus on risk management and continuous operational improvement.
• Inclusive culture as an equal opportunity employer.
• Standard corporate office environment with professional growth opportunities.