Service Desk Analyst L1

3 weeks ago

Taguig, National Capital Region, Philippines HCLTech Full time
Overview

The Service Desk Agent L1 is the first point of contact for customers and employees seeking technical assistance. This role involves providing support for IT-related issues, troubleshooting problems, and ensuring that all service requests are resolved efficiently and effectively. The Service Desk Agent will work closely with other IT teams to escalate complex issues and ensure a high level of customer satisfaction.

Responsibilities
  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
  • Route Tickets to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Provide End User account support.
  • Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
  • Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
  • Escalate complex problem to appropriate support specialists.
  • Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate, and prioritize End User problems and complaints.
  • Train End Users and operators on a limited basis and/or write training procedures.
  • Participate in on-going training and departmental development.
  • Participate in routine maintenance updates with other IT staff and business units.
  • Provide all required documentation including standards, configurations, and diagrams.
  • Provide knowledge transfer of end user compute operations.
Technical Requirements
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
Soft Skills
  • Fluently communicate, read, and write in English to the standard of a native English Speaker.
  • Excellent communication and conversation skills (verbal and written).
  • Able to handle unforeseen situations.
  • High level of acceptance.
  • Can drive Supplier's value and its methodology.
Preferred Certifications
  • Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA)
  • Sound knowledge of service management and incident management
Working Conditions

This role may require working in 24/7 shifts, including evenings, weekends, and holidays.

Reports To

Service Desk Manager or IT Support Manager

Benefits
  • Competitive salary based on experience and qualifications.
  • Health, dental, and vision insurance
  • Paid time off and holidays

#J-18808-Ljbffr

  • We're Hiring: L1 Service Desk Analyst

    1 week ago

    Taguig, National Capital Region, Philippines E-team Workforce Private Corporation Full time

    OverviewWe're Hiring: L1 Service Desk Analyst (Urgent Requirement)Are you tech-savvy, eager to learn, and have excellent English communication skills? This could be the breakthrough opportunity you've been waiting forWork Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (just a few blocks away from Venice Grand Canal Mall)Work...

  • IT Service Desk

    19 hours ago

    Taguig, National Capital Region, Philippines EIL Global Full time ₱250,000 - ₱500,000 per year

    Greetings from EIL Global,We are EIL Global, a company providing IT services in Asia Pacific and EMEA across various technologies such as desktops, Servers, networks and data centre technologies. We are headquartered in Adelaide, Australia and have clients and offices across Asia Pacific & EMEA locations. Currently, we are looking for partners/engineers for...

  • L1 Service Desk Analyst

    7 days ago

    Taguig, National Capital Region, Philippines Canon Business Service Centre (PHL) Full time ₱900,000 - ₱1,200,000 per year

    About UsAs a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet...

  • Service Desk Analyst

    19 hours ago

    Taguig, National Capital Region, Philippines ECI Full time ₱900,000 - ₱1,200,000 per year

    ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their...

  • Mandarin or Japanese or Korean IT Desk Support

    1 week ago

    Taguig, National Capital Region, Philippines EIL Global Full time ₱70,000 - ₱120,000 per year

    Job DescriptionJob Title: Mandarin or Korean or Japanese IT Service Desk Support L1Role: Independent ContractorCandidates should be in PhilippinesExp: 3-4yrsWork From OfficeLocation: 1634 Taguig Metro ManilaFluent in Mandarin or Korean or Japanese ( Language Skills ) in IT Desk Support (Independent Contractor role)Please share CV to Company OverviewEIL...

  • Service Desk Manager

    2 weeks ago

    Taguig, National Capital Region, Philippines ECI Full time

    ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their...

  • L1 Service Desk Analyst

    21 hours ago

    Taguig, National Capital Region, Philippines Canon Business Services ANZ Full time ₱300,000 - ₱450,000 per year

    About UsAs a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet...

  • Service Desk Analyst

    3 weeks ago

    Taguig, National Capital Region, Philippines Metacom Careers Full time

    QualificationsAt least 18 months BPO experience with 12 months of experience in a Service Desk, IT helpdesk or Technical Support role (under BPO or IT Shared Services)Strong problem-solving and analytical skills to quickly identify and resolve issuesExcellent communication and customer service skills to effectively interact with end-usersWorking knowledge of...

  • Service Desk Analyst

    3 weeks ago

    Taguig, National Capital Region, Philippines Eastvantage Full time

    OverviewJob Role: Duties & Responsibilities:ResponsibilitiesProvide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and MacOS.Perform regular backups,...

  • Japanese IT Service Desk Associate

    7 days ago

    Taguig, National Capital Region, Philippines Bosch Service Solutions, Inc. Full time ₱144,000 - ₱180,000 per year

    Company DescriptionAt Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join inand feel the difference.Established in 1985 as a monitoring center and provider of...