Service Desk Specialist
Manila, Philippines
37d ago

We are looking for a Global Service Desk Specialist who is a sharp go-getter to act as the face for all things IT as we continue to grow.

This is a brand new, autonomous role in our Service Desk team in the Manila office. You’ll join at an exciting time where you’ll help scale our internal IT infrastructure as we rapidly expand.

You’ll support 150+ local users as well as global users remotely.Zendesk is a global SaaS company and our products help businesses have meaningful and engaging interactions with their customers.

As an IT Service Desk Specialist, you should be a Mac expert, a puzzle solver, be warm, caring, funny, honest, observant, humble, rational and above all else self-

aware. To be successful here you should not be shy and be ready to take on any task large or small. Day to day responsibilities can include setting up a new laptops, troubleshooting complex configuration issues or training users.

There’s also the opportunity to use the latest technologies, implement improvements and take on project work as we scale.

All this whilst being part of a forward thinking, highly successful IT team that’s highly regarded within the business.

What you get to do every day as an IT Service Desk Specialist :

  • As ambassador for IT to our staff at Zendesk you will continue to build the brand of Best in class IT’ while delivering incredible customer service
  • With a mindfulness for quality deliverables, align with IT and Facilities resources to execute on requests in a timely fashion
  • Communicate and document system and process changes to the business. Translate system functionality into business relevant language
  • Ensuring the smooth running of all IT systems, including many cloud-based applications and local hardware policies
  • Help provision and de-provision hardware and software including cloud-based applications; licenses and asset life cycle management
  • Communicate effectively with both skilled and unskilled Mac users (and a very small group of Windows VM / PC users)
  • Maintain currency, expertise and competency of relevant products, policies, and methods for support delivery
  • Resolve incidents within scope and ensure incident closure for those that are outside of scope.
  • Maintain a sense of humour while working in a fast-paced dynamic team
  • What you bring to the role :

  • Experience supporting Apple Macs, although candidates with a Windows background will be considered
  • 3+ years of Relevant experience in Helpdesk Support, Desktop Support, IT Support, IT Service Desk support etc
  • Experience supporting internal customers is beneficial
  • Experience with Casper, Sophos and VMs
  • Experience with Cloud tools (such as Slack, Google Apps, Zoom, Okta, etc)
  • Willingness to experiment with new equipment and new ideas
  • Passionate and curious about learning how to manage Apple products in an Enterprise environment Strong team player who understands that customer service comes first before anything else
  • Natural problem solver who enjoys identifying ways to make things better
  • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
  • Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives
  • Able to meet deliverables and drive your work to completion within specified timelines
  • Deliver ideas and solutions to many audiences including your team and IT leadership
  • Can work cross functionally in many areas without being constrained by your job function
  • Collaborative, upbeat work ethic where you can take ownership and have fun
  • The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises.

    Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages.

    Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America.

    Learn more at in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

    Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

    By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.

    Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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