Service Desk Analyst Level 1

1 week ago

Manila, National Capital Region, Philippines Nordic Global Full time ₱250,000 - ₱450,000 per year

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 e-mails 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 technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management
  • Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
  • Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions
  • Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
  • Walk end user through IT problem solving or workflow process
  • Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
  • Identifying and escalate high-priority IT issues appropriately
  • Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
  • Directing unresolved issues to the next level IT personnel
  • Maintaining and expanding knowledge of help desk procedures and services
  • Adhering to policies and procedures such as HIPAA and client notification expectations
  • Attending and participating in team meetings
  • Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills And Experience

  • Excellent customer service and communication skills, written and verbal
  • 1+ years of IT Service Desk or IT Support experience required
  • General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management
  • ITIL training and/or experience desired
  • Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
  • Proficient in English to support our clients' needs. Spanish is a plus
  • Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
  • Ability to apply problem solving skills across repetitive tasks
  • Ability to work nights and weekends, depending on assigned shift
  • Strong attention to detail and ability to organize
  • Must be able to work independently, as well as within a team environment
  • Must demonstrate and embody Nordic's maxims

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Capgemini Full time $4,000 - $6,000 per year

    Role Qualifications1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.1 - 2 years' experience supporting the following hardware and software: PC, Macintosh,...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Capgemini Full time ₱300,000 - ₱450,000 per year

    Role Qualifications1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.1 - 2 years' experience supporting the following hardware and software: PC, Macintosh,...

  • IT Service Desk

    1 week ago

    Manila, National Capital Region, Philippines Asticom Technology Inc Full time ₱900,000 - ₱1,200,000 per year

    Job Roles and Responsibilities:Team Leadership:• Supervise, coach, and develop a team of Service Desk Analysts• Set clear performance expectations and provide regular feedback.• Conduct performance reviews and address performance issues as needed.• Foster a positive and collaborative team environment.Service Delivery:• Ensure timely and effective...

  • IT Service Desk Analyst

    6 days ago

    Manila, National Capital Region, Philippines Outsourced Full time ₱250,000 - ₱400,000 per year

    Job DescriptionCompany Description is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and...

  • Service Desk Analyst

    6 days ago

    Manila, National Capital Region, Philippines Netrix Global Full time ₱250,000 - ₱500,000 per year

    About The Opportunity  This Service Desk Analyst position is a Remote Philippines based role. At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Datacom Connect Full time ₱250,000 - ₱500,000 per year

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines PeopleLogic Full time $104,000 - $130,878 per year

    Position:Service Desk AnalystExperience: 2 years +Position SummaryLevel 1 Service Desk Agent will:Provide initial support for customer requests via telephone, email, chat, or other available means of contact to the Support CenterQuickly assesses the user's issue and provides first level support for problem resolution. Document information specific to the...

  • Service Desk Manager

    1 week ago

    Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱800,000 - ₱1,200,000 per year

    Service Desk Analyst We're looking for an L1 Service Desk Analyst to be the first point of contact for IT support. You'll handle day-to-day technical issues, log tickets, and make sure users get timely assistance. Complex cases will be escalated to higher-level teams, but you'll own the initial response and troubleshooting.Key ResponsibilitiesServe as the...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Datacom Full time ₱250,000 - ₱500,000 per year

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Datacom Full time ₱250,000 - ₱500,000 per year

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...