Service Desk Agent

2 weeks ago

Makati City, National Capital Region, Philippines Highspring Full time

Employment Type: Fulltime

Work Setup: Remote

Schedule: Shifting

About the Role

We are looking for an IT Service Desk Agent (Level 1) to join our 24x7 Managed Services team. You will provide exceptional technical and customer support to end-users via phone, remote tools, and online channels. Strong communication skills and excellent customer service are essential to success in this role. Occasional after-hours, weekend, and holiday work may be required.


Key Responsibilities
  • Provide first-level technical support to customers from a 24x7 call center.
  • Process and record all call transactions accurately using designated ticketing systems.
  • Review customer information and diagnose issues by evaluating symptoms.
  • Deliver remote support through secure tools and online channels.
  • Research solutions using available resources and follow standard processes.
  • Make follow-up calls and scheduled callbacks when needed.
  • Stay updated on system changes, team communications, and service updates.
  • Follow escalation procedures as directed by management.
  • Ensure customers receive prompt, courteous, and accurate support.
  • Assist with last-minute coverage needs as required.

Qualifications
  • 5+ years experience in IT support and/or call center environments preferred.
  • Associate's degree in IT or equivalent experience preferred.
  • Strong phone etiquette, communication, and active listening skills.
  • Clear speaking and writing skills; strong typing and grammar proficiency.
  • Knowledge of customer service practices (ITIL training is a plus).
  • Experience supporting software applications and hardware in a remote helpdesk environment.
  • Experience in mobile device support (iOS/Android).
  • Ability to troubleshoot and maintain Microsoft Windows operating systems.
  • Strong customer service mindset and ability to thrive in a high-energy environment.
  • Flexible, adaptable, and strong problem-solving skills.
  • Medical or clinical terminology knowledge is a plus.

Why Join Us?
  • Competitive salary
  • Paid time off and additional benefits
  • Work with a collaborative, fast-paced support team
  • Growth opportunities within Managed Services

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