Administrator - IT Service Desk

About Orica

At Orica, it’s the power of our people that leads change and shapes our futures.  Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.

It’s an exciting time to join us – we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.

About the role

We are excited to announce a pivotal opportunity for an IT Service Desk Administrator role to join our esteemed Orica GBS team on a hybrid working setup in our Manila office in Pasig City.

The IT Service Desk Administrator plays a key role in delivering core IT support services. This role includes offering initial technical assistance, managing incidents and service requests, processing service-related data and generating detailed service reports.

As an IT Service Desk Administrator, you will follow established protocols and maintains accurate documentation of all actions taken. The role will serve as the first point of contact for end-users, providing prompt and effective solutions to IT-related issues or inquiries. The position also requires multilingual capabilities, including English, to support a diverse user base and ensure clear, effective communication.

What you will be doing

The IT Service Desk Administrator is responsible for delivering prompt and effective first-line technical support to end-users through ITSM tools and designated service channels. This includes logging and prioritizing incidents and service requests, ensuring timely resolution or escalation in line with defined SLAs. The role demands a strong customer-focused approach, providing clear guidance and support to users, maintaining accurate records of all actions taken, and responding to ad-hoc service inquiries. The administrator also plays a key role in identifying and escalating significant issues to supervisors, helping to minimize disruptions and maintain service continuity.

In addition to technical support, the administrator ensures consistent adherence to service desk procedures and customer support standards. They contribute to continuous improvement by participating in team meetings, training sessions, and knowledge base updates. Regular performance reviews with supervisors help align individual goals with evolving business needs. The administrator may also be assigned additional responsibilities as required, supporting the broader objectives of the IT service team.

What you will bring

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. Relevant certifications (e.g., ITIL Foundation) are highly desirable.
• Minimum 2 years of experience in an IT Service Desk or similar support role within a global organisation.
• Strong analytical and problem-solving abilities, capable of diagnosing issues quickly and accurately.
• Proficiency in using ITSM tools, understanding of ITIL framework, and knowledge of common IT systems and applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated commitment to delivering high-quality customer service, with a focus on user satisfaction.
• Ability to manage multiple tasks simultaneously, prioritising effectively to meet deadlines.

What we offer

As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.

You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.

We respect and value all

Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone’s contributions.

All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.