IT Service Desk Agent

2 weeks ago

Manila, National Capital Region, Philippines Nordic Global Full time

Join to apply for the IT Service Desk Agent role at Nordic Global.

Make a difference. Be happy. Grow your career.

IT Service Desk Agent I

The IT Service Desk Agent provides level 1 support to organizations by answering calls, chats, and emails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities
  • Providing a high level of professionalism and customer service
  • Serving as first point of contact for end users seeking IT assistance
  • Supporting various technologies and software such as Windows 10, Microsoft Office, network connectivity, VPN, Citrix, and Mobile Device Management
  • Responding to end users with analysis of their needs through qualifying questions over the phone and using remote applications for diagnosis
  • Performing remote troubleshooting using diagnostic techniques and remote software
  • Handling end user calls about issues, resolving during the call, or documenting and escalating as needed
  • Guiding end users through IT problem solving or workflow processes
  • Documenting requests and incidents accurately in ticketing systems
  • Identifying and escalating high-priority issues appropriately
  • Documenting investigations and resolutions promptly, using research to diagnose issues
  • Escalating unresolved issues to higher-level IT personnel
  • Maintaining and expanding knowledge of help desk procedures and services
  • Adhering to policies such as HIPAA and client notification protocols
  • Participating in team meetings and projects as assigned
Skills and Experience
  • Excellent customer service and communication skills, both written and verbal
  • At least 1 year of IT Service Desk or support experience
  • Knowledge of computer systems/software including network, VPN, O365, AD, and Mobile Device Management
  • ITIL training or experience preferred
  • Industry certifications like CompTIA A+, Microsoft, HDI are a plus
  • Proficiency in English; Spanish is a plus
  • A passion for technology, quick learner of new software, strong typing skills
  • Problem-solving skills across repetitive tasks
  • Availability to work nights and weekends as required
  • Strong attention to detail and organizational skills
  • Ability to work independently and in a team
  • Alignment with Nordic's core values
Additional Information
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: IT Services and Consulting
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