Service Desk Analyst L1

10 hours ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱300,000 - ₱450,000 per year

Summary:

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.

  • Key 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).
  • Excellent documentation skills.
  • Great customer handling skill.
  • 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
  • ­   ITIL experience/certifications (e.g., ITIL v3 foundation certification)

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

Salary:

- Competitive salary based on experience and qualifications.

Benefits:

- Health, dental, and vision insurance

- Professional development opportunities

- Paid time off and holidays

  • L1 Service Desk

    9 hours ago

    Taguig, National Capital Region, Philippines GECO Philippines Inc. Full time ₱300,000 - ₱600,000 per year

    Job Title: Service Desk L1 ProfessionalLocation: Onsite – Taguig, PhilippinesEmployment Type: Full-TimeWork Schedule: 8:00 AM – 6:00 PM PHTAbout the RoleWe are seeking a Service Desk L1 Professional to join our IT support team in Manila. The ideal candidate will provide first-level technical assistance to end users, ensuring timely resolution of...

  • IT Service Desk Analyst

    4 days ago

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

    Role: Service Desk Analyst – L1 Voice SupportWork Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (We are few blocks away from Venice Grand Canal Mall)Work Schedule: Candidate must be amenable to work in graveyard shift or shifting schedule.Work Set Up: This 100% onsite/office reporting.Qualifications:Candidate must possess at...

  • URGENT HIRING: L1 Service Desk

    12 hours ago

    Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱200,000 - ₱250,000 per year

    L1 Service DeskQUALIFICATIONS:Must possess at least a Vocational Diploma/Short Course Certificate in Computer Science/Information Technology or equivalentWith BPO/SDA experience (at least 1 year)Must be amenable to work in graveyard shift and shifting schedulesMust be amenable to work 100% onsiteMust be willing to be trainedJOB DESCRIPTIONS:Open, log,...

  • Korean or Japanese or Mandarin IT Desk Support L1

    2 weeks ago

    Taguig, National Capital Region, Philippines EIL Global Full time ₱250,000 - ₱450,000 per year

    Company DescriptionEIL Global Pty Ltd. is a global information and communications technology company renowned for delivering comprehensive integrated Managed Services and Professional Services. We excel in Network Infrastructure Management Services (Voice, Data & Video) and other IT Infrastructure Services such as End User Computing, Applications, Storage,...

  • Korean or Mandarin or Japanese IT Service Desk L1

    2 weeks ago

    Taguig, National Capital Region, Philippines EIL Global Full time ₱300,000 - ₱600,000 per year

    Job Description Job Title: Mandarin/ Korean/ Japanese Cisco L1 Service Desk SupportRole: Independent ContractorCandidates should be in PhilippinesExp: 3-4yrsWork From Office Location: 1634 Taguig Metro ManilaFluent in Mandarin/ Korean/ Japanese ( Language Skills )(Independent Contractor role)Company OverviewEIL Global is a dynamic IT service provider...

  • Japanese or Korean IT Desk Support L1

    11 hours ago

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

    Job DescriptionJob Title: 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 Global is a...

  • IT Service Desk

    4 days ago

    Taguig, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱37,300 - ₱44,900 per year

    URGENT HIRING FOR IT SERVICE DESK ONE DAY PROCESS START ASAP GET YOUR JO NOW APPLY NOWWORK ONSITE:MCKINLEY, TAGUIG CITYA. IT SERVICE DESK TEAM LEADOFFER AND BENEFITS:44,900 SALARY PACKAGE15% NIGHT DIFFERENTIALHMO DAY 1 PLUS 3 FREE DEPENDENTSLIFE INSURANCEANNUAL INCREASEPERFORMANCE-BASED INCENTIVEOTHER BENEFITS WILL BE DISCUSSED UPON JOB OFFERMINIMUM...

  • IT Service Desk L1 Specialist

    2 weeks ago

    Taguig, National Capital Region, Philippines WTW Full time ₱250,000 - ₱450,000 per year

    DescriptionDaily Activities:Accept Inbound Calls/Chat/Self Service tickets according to agreed Service Level Target (SLT).Record and process tickets following agreed process and procedures including but are not limited to:Identify/Classify/Evaluate incident types, priority, and service interruptionsRecords incidents by symptom and resolutionPerform customer...

  • IT Service Desk

    4 days ago

    Taguig, National Capital Region, Philippines PlaceByte Full time ₱100,000 - ₱120,000 per year

    (90K-100K depending on experience) We're building a team of IT pros who can keep things running smoothly without needing a cape or a panic button. If you know your way around laptops, networks, and the occasional Outlook meltdown, keep readingJob Details:Experience: 3+ yearsLocation: Taguig 1634, Metro ManilaType: Full-time contract (minimum 1...

  • Service Desk Analyst

    4 days ago

    Taguig, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱250,000 - ₱500,000 per year

    We're Hiring: Junior Service Desk AnalystWe are looking for a motivated and detail-oriented Junior Service Desk Analyst to join our dynamic IT team. The ideal candidate will provide first-level support to internal users, ensuring timely resolution of technical issues while enhancing overall user satisfaction.Location: Taguig, PhilippinesWork Mode: Work From...