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Role Description

We are looking for a highly organized Service Desk Administrator / Ticketing Specialist to support our client service desk operations and ensure efficient management of support tickets while coordinating with engineers and internal teams.

• 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.

Qualifications

• 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