Service Desk Representative Sr

Requisition Number: 102776 

Service Desk Representative Sr

Location: The role will be a hybrid position located in Pasig, Philippines.    

Insight at a Glance

• 14,000+ engaged teammates globally
• #20 on Fortune’s World's Best Workplaces™ list
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

We are seeking dedicated and skilled Senior Service Desk Technicians to join our team. This role serves as a bridge between basic Service Desk support and more advanced technical troubleshooting, focusing on resolving moderately complex issues that would otherwise escalate to Level 2 Field Services or specialized technical teams. The ideal candidate will have a strong technical background, excellent customer service skills, and the ability to work collaboratively in a dynamic environment.

As a Service Desk Representative II you will:

• Troubleshoot hardware and software issues, including Microsoft OS, Office 365, email clients, and peripherals.
• Resolve password resets, user access issues, and basic network connectivity problems.
• Respond to inquiries via phone, email, chat, and self-service portals.
• Provide clear instructions and guidance to end users.
• Maintain high customer satisfaction through timely and professional communication.
• Accurately log, categorize, and prioritize tickets.
• Manage escalated tickets from Level 1 and ensure timely resolution.
• Work closely with Service Desk L1, Enterprise Field Services, and SMEs to acquire and share knowledge and resolution paths.
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career

What we’re looking for

• Associate degree in Information Technology, Computer Science or related field, or equivalent experience.
• At least 5 years of Service Desk experience supporting remote enterprise users; insurance industry background preferred.
• Experience with desktop support and end-user device troubleshooting.
• Proficiency in Windows OS, Active Directory, Microsoft 365, Remote Desktop Support (CPC and RDP), and basic networking (DNS, DHCP, VPN).
• Expertise in troubleshooting with the Microsoft Office 365 Suite and SharePoint.
• Experience with Multi Factor Authenticator applications like DUO, MFA on Mobile devices (iOS, Android).
• Proficiency in both spoken and written English.
• Ability to interpret technical terms into solutions.
• Strong verbal and written communication.

What you can expect
We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: 

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.