Service Desk Agent – Level 1

3 days ago

Pasig, National Capital Region, Philippines Corqspace Inc. Full time $104,000 - $130,878 per year

Position Overview

We are seeking a proactive and detail-oriented Service Desk Agent – Level 1 to join our Managed Print Services (MPS) team. This is not a typical service desk role. Beyond handling tickets, the Service Desk Agent will serve as the first point of contact for client concerns, while also coordinating with operations for deployment, removal, and maintenance of printers. The role requires strong communication, basic troubleshooting skills, and the ability to manage coordination between clients and our operations team to ensure timely and accurate service delivery.

Key Responsibilities

· Receive, log, and prioritize client service requests via phone, email, or ticketing system.

· Perform basic troubleshooting for printers, drivers, and connectivity issues before escalating to Level 2 or onsite support.

· Schedule and coordinate deployment of new printers.

· Coordinate printer pull-outs and replacements with the operations team.

· Ensure logistics and site schedules are aligned with client requirements.

· Escalate complex issues to Level 2/onsite engineers with clear documentation of troubleshooting steps taken.

· Provide regular updates to clients on ticket status, deployments, and scheduled onsite work.

· Maintain accurate records of issues, resolutions, and deployment activities in the service desk system.

· Monitor SLA commitments and ensure client expectations are consistently met.

Qualifications

· Bachelor's degree or diploma in IT, Computer Science, or a related field (preferred but not required with equivalent experience).

· 1–2 years in a service desk, IT support, or customer service role. Exposure to managed print services is a plus.

· Basic troubleshooting of Windows/Mac printing, drivers, and connectivity.

· Understanding of ticketing systems (Freshservice, ServiceNow, or similar).

· Strong communication and coordination skills.

· Ability to manage multiple requests and prioritize effectively.

· Customer-focused with attention to detail.

Key Competencies

· Problem-solving mindset with willingness to learn.

· Ability to bridge clients and operations smoothly.

· Team player who can also work independently.

Job Type: Permanent

Work Location: In person

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