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Service Desk Administrator – Ticketing Specialist
Location
Philippines
Posted
104 days ago
Salary
0
Seniority
Senior
Job Description
Service Desk Administrator – Ticketing Specialist
SolutionCX
• Serve as the first point of contact for customers via phone and email, providing initial support and assistance. • Log, triage, and assign support tickets using a ticketing system while monitoring ticket queues and engineer workloads. • Perform basic troubleshooting and escalate issues when necessary to ensure timely resolution. • Maintain accurate ticket documentation, updates, and track SLAs to ensure response time targets are met. • Prepare contracts, invoices, and e-signature documents while maintaining CRM records and coordinating with internal teams for smooth service delivery.
Job Requirements
- Experience in service desk, helpdesk, or ticketing administration
- Familiarity with ticketing systems such as Autotask, Zendesk, Freshdesk, or similar
- Experience supporting international clients (UK/US preferred)
- Strong written and spoken English.
- Proficient with Microsoft Office or Google Workspace
- Reliable internet connection and ability to work UK business hours
Benefits
- Permanent WFH Setup
- Complete Government-Mandated Benefits – SSS, PhilHealth, and Pag-IBIG
- Night Differential & Holiday Pay
- 13th-Month Pay Bonus
- HMO - Free for Employee and 1 free dependent
- Accident Insurance
- Paid Leave Entitlements
- Quarterly Perfect Attendance Incentives amounting to 1,500.00
- Company-Sponsored Events – Team building, employee engagement programs,and more
- Awards & Recognition Programs with monetary incentive
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