IT Operations Support

About the role As an IT Operations Support Specialist, you will deliver efficient, reliable, and customer-focused IT services that keep day-to-day operations running. You will be the first point of contact for IT concerns, resolve incidents and service requests within SLA, and manage the lifecycle of IT assets, from deployment to compliant disposal. Key responsibilities Provide first-line support for hardware, software, operating systems, business applications, network connectivity, and peripherals, via remote tools, phone, email, or on-site assistance Receive, categorize, prioritize, and assign tickets in the helpdesk system, and resolve them within SLA Manage user access requests: account creation, password resets, permission changes, and deactivation Escalate complex issues with complete documentation, and keep users updated throughout the ticket lifecycle Build the IT knowledge base and spot recurring issues to reduce ticket volume Maintain an accurate inventory of hardware, software licenses, and peripherals Conduct scheduled physical asset audits and reconcile them against system records Ensure assets are properly tagged and labeled, and generate inventory reports on utilization, aging, and replacement needs Flag end-of-life or obsolete assets and carry out disposal in line with company policy, data security requirements, and data sanitization procedures Log, classify, and prioritize incidents, then investigate and resolve them within SLA About you Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field 1–3 years of experience in IT support, helpdesk operations, or IT service delivery Hands-on experience with helpdesk ticketing systems (e.g., ServiceNow, Freshservice, Jira) Experience in IT asset handling or inventory management Familiarity with ITIL service management processes Experience with Windows OS, Microsoft 365, and Active Directory Proficient in Tagalog and English ITIL 4 certification