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IT SERVICE DESK OPERATOR & APPLICATION ADMIN

XTN-8429507

City
Pasig City, Philippines
Schedule
Office Location
JOLLIBEE TOWER

Make your next big career move by applying as KMC Solutions' next IT SERVICE DESK OPERATOR & APPLICATION ADMIN

The IT Service Desk & Application Administrator provides a combination of end-user technical support and application administration within the IT department. The role is responsible for delivering high-quality Level 1 support, resolving incidents and service requests, and ensuring a positive experience for all users engaging with the Service Desk. In addition to traditional Service Desk responsibilities, the role also manages administration tasks for key business applications. The administrator supports both off the-shelf and custom-built applications and will receive training on those systems. Working alongside the Australia-based team, they must demonstrate excellent communication skills, strong attention to detail, and the ability to manage time effectively in a distributed environment.

On top of your salary, here are the exciting benefits you can look forward to:

  • Competitive salary and benefits package.
  •  • Opportunities for professional development and career advancement.
  • • Opportunities for international travel for specific events.
  • • A supportive and collaborative work environment.
  • • Opportunity to work for an internationally acknowledged Christian Church. 

The main responsibilities of a IT SERVICE DESK OPERATOR & APPLICATION ADMIN include:

  • Key Responsibilities Service Desk Support:
  • • Provide Level 1 support for common issues such as account access, password resets, MFA resets, workstation troubleshooting, basic networking issues, and standard software support.
  • • Accurately log, prioritise, and track incidents and service requests using Hillsong’s ITSM/ticketing system.
  • • Follow defined procedures, workflows, and escalation paths to ensure prompt and effective resolution.
  • • Obtain the appropriate level of managerial approval when processing service requests • Escalate complex or high-impact issues to senior support staff or specialised teams as required. System & Application Support:
  • • Support a range of business systems, including custom-developed software and third party off-the-shelf applications.
  • • Undertake training on all required systems to build capability and ensure effective support for end users.
  • • Assist in troubleshooting application errors, user access issues, and integration-related problems.
  • • Contribute to system documentation, user guides, and knowledge base articles. Communication & Customer Service:
  • • Communicate clearly and professionally with users across email, chat, phone, and remote support tools.
  • • Provide regular updates to users on the status of their requests until resolution.
  • • Explain technical information in user-friendly language while maintaining professionalism.
  • • Maintain a customer-centric mindset, ensuring a positive support experience. Team Collaboration:
  • • Work closely with the Australia-based IT team to coordinate support tasks and maintain consistent service levels.
  • • Participate in regular team meetings, handover discussions, and collaborative problem-solving.
  • • Share knowledge and contribute to internal documentation and troubleshooting guides. Technical Tasks:
  • • Install, configure, and support approved hardware, operating systems, and standard applications.
  • • Assist with user onboarding and offboarding, including account setup, device configuration, and system access management.
  • • Perform routine system checks, patching, and endpoint maintenance tasks as directed.
  • • Provide remote support to users across multiple locations and time zones. 

To apply, you must be an expert on the following requirements:

Qualifications:

• Excellent communication skills, with the ability to engage effectively with both technical and non-technical users.

• Strong time management and organisational skills, with the ability to manage competing priorities.

• Customer service mindset with patience, empathy, and professionalism.

• Analytical and problem-solving skills for diagnosing common technical issues.

• Ability to work independently and collaboratively within a distributed team.

• High attention to detail and commitment to accurate documentation.

• Minimum 3 years of experience in an IT service desk, helpdesk, or Level 1 technical support role

• In depth knowledge of the Microsoft 365 environment, Active Directory, Intune/Endpoint Manager, remote support tools, and common enterprise applications.

• Basic knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting).

• Experience with ITSM/ticketing systems (e.g., ServiceNow, Zendesk, Monday.com, etc)

• Relevant certifications are desirable but not essential. 

It will also be favorable if you are knowledgeable in:

  • Experience working with teams across different geographical locations.
  • Capacity to handle multiple tasks simultaneously in a dynamic environment.
  • Advanced troubleshooting skills.
  • Familiarity with ITSM software.
  • Knowledge of SQL and database management.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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