Help Desk Support Agent

1 week ago

Manila, National Capital Region, Philippines Novus Technologies Pte Ltd Full time ₱300,000 - ₱450,000 per year

Position Overview

We are looking for a friendly, proactive, and detail-oriented Helpdesk Agent to join our IT Support team. You will be the first point of contact for customers/users experiencing technical issues, and will help resolve their concerns quickly and effectively. If you love problem-solving and have strong communication skills, we want to hear from you

Key Responsibilities

·      Respond to support requests via phone, email, chat, or ticketing system.

·      Troubleshoot hardware, software, network, and connectivity issues.

·      Log, prioritize, and track incidents and service requests in the ticketing system.

·      Escalate more complex issues to senior / specialized IT teams when needed.

·      Follow up with users to ensure issues are fully resolved and user satisfaction is maintained.

·      Maintain and update documentation, knowledge base articles, and standard procedures.

What We're Looking For

·      Strong customer service orientation and excellent communication skills (verbal & written).

·      Familiarity with networks, connectivity, and common troubleshooting techniques.

·      Ability to manage multiple open tickets and prioritize tasks effectively.

·      Patience, professionalism, and a positive attitude under pressure.

·      [Optional/preferred] Experience with helpdesk tools/ticketing systems.

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