IT Service Desk Specialist

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

IT Service Desk Specialist

Job Description

Role Summary: 

Genesys is seeking a highly motivated IT Services Specialist to join the Global Service Desk (GSD) team in Manila. This role is responsible for delivering 24/7 technical support to employees worldwide, leveraging a hybrid model that combines human expertise with AI-driven support capabilities.

As the first point of contact for IT-related issues, you will deliver timely and effective resolutions while working alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms. You will play a key role in driving a modern, AI-first support experience, enhancing resolution time, quality, and overall end-user satisfaction. 

Key Responsibilities: 

• Provide 24/7 support coverage (shift-based) for global end users via phone, live chat, self-service portals, and digital support platforms, email, and ticketing systems. 

• Diagnose and resolve hardware, software, network, and access-related issues. 

• Support and promote customer self-service solutions, enabling users to resolve common issues independently. 

• Leverage AI-powered virtual agents and automation tools to handle user queries and improve resolution efficiency. 

• Monitor and validate AI-generated responses and recommendations, ensuring accuracy and user satisfaction. 

• Identify opportunities to automate repetitive tasks and enhance digital support experiences. 

• Manage and track incidents and service requests using ITSM tools (ServiceNow). 

• Ensure timely resolution and adherence to SLAs and KPIs. 

• Escalate complex issues to appropriate Tier 2/3 teams when required Support user account management, including provisioning, deprovisioning, and access controls. 

• Troubleshoot Windows, macOS, mobile devices (iOS & Android), and enterprise applications. 

• Provide support for collaboration and conferencing tools (Microsoft Teams, Zoom, Zoom Rooms, and similar technologies). 

• Assist with VPN, remote access, and connectivity issues. 

• Maintain accurate documentation, including enriching knowledge base articles used by self-service and AI systems. 

• Participate in major incident response and outage communications. 

• Provide feedback to improve AI models, knowledge bases, and digital support workflows.

Required Qualifications: 

• Technical diploma or bachelor's degree in IT, Computer Science, or a related field. 

• 2–4 years of experience in IT support / Service Desk / Helpdesk roles. 

• Strong knowledge of Windows and macOS environments. 

• Hands-on experience supporting mobile devices (iOS and Android). 

• Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools. 

• Experience with ITSM tools (ServiceNow preferred). 

• Hands-on experience with Azure Active Directory (Azure AD) and Active Directory. 

• Experience with endpoint and device management tools (Intune, Windows Autopilot, JAMF Pro). 

• Experience with Microsoft Office 365 / Microsoft 365 suite. 

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and VPN clients/connectivity. 

• Experience supporting users via live chat, self-service portals, or digital support channels. 

• Experience working alongside automation tools or AI-assisted support systems (chatbots, virtual agents, etc.) 

• Strong analytical and problem-solving skills, including validating AI outputs. 

• Outstanding communication skills (written and verbal in English), with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders. 

• Strong customer service orientation with a user-first mindset. 

• Ability to work in rotational shifts, including nights, weekends, and holidays. 

Preferred Qualifications: 

• ITIL Foundation certification. 

• Exposure to AI/ML concepts in IT operations (AIOps, virtual agents, automation platforms). 

• Experience improving self-service adoption, chatbots, or digital support experiences. 

• Exposure to cloud environments (AWS, Azure, or GCP). 

• Basic scripting knowledge (PowerShell or Bash). 

• Familiarity with prompt engineering or AI-assisted troubleshooting tools.

#LI-Hybrid

#LI-PR1

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.