IT Service Desk Agent

2 days ago

Philippines Nordic Consulting Partners Full time ₱15,000 - ₱25,000 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

  • Patient Portal Service Desk Agent

    2 days ago

    Philippines Nordic Consulting Partners Full time ₱150,000 - ₱300,000 per year

    Make a difference. Be happy. Grow your career.PORTAL SERVICE DESK AGENT IThe Portal Service Desk Agent answers 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 RESPONSIBILITIESThe Portal Service Desk Agent will be responsible for, but not be limited to:Providing...

  • Insurance Agent

    3 weeks ago

    , Albay, Philippines Lenebeth Insurance Agent Full time

    Overview An Insurance Agent is responsible for selling insurance policies to individuals or businesses and providing ongoing customer service to clients. They educate clients about various coverage options, help them choose plans that best suit their needs, and ensure they understand the terms of their policies. Insurance agents can work for a specific...

  • Service Desk Analyst I

    1 week ago

    Philippines Nordic Consulting Full time ₱150,000 - ₱300,000 per year

    Make a difference. Be happy. Grow your career.The Role:The IT Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues. Requires knowledgeable Information Technology professional with experience troubleshooting,...

  • Service Desk Analyst I

    2 days ago

    Philippines Nordic Consulting Partners Full time ₱25,000 - ₱50,000 per year

    Make a difference. Be happy. Grow your career.The roleThe IT Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues.  Requires knowledgeable Information Technology professional with experience troubleshooting,...

  • Service Desk Agent

    2 days ago

    Makati City MNL Philippines Probe CX Full time ₱420,000 - ₱600,000 per year

    At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...

  • Service Desk Trainer

    2 days ago

    Philippines Nordic Consulting Partners Full time ₱1,200,000 - ₱3,600,000 per year

    Make a difference. Be happy. Grow your career.Managed Services Trainer - Security Position Overview: The Service Desk Trainer is responsible for developing and delivering Information security related training programs to ensure that service desk staff are trained to notice red flags and prevent a data privacy breach. This role involves working with the...

  • Portal Service Desk Analyst I

    2 days ago

    Philippines Nordic Consulting Partners Full time ₱25,000 - ₱50,000 per year

    Make a difference. Be happy. Grow your career.The Role The Patient Portal Service Desk Agent I answers calls, in-baskets, e-mails, and other forms of contact from healthcare patients to troubleshoot and resolve issues with their EHR medical records portal.  Role is leveraged to support multiple clients simultaneously.  When unable to resolve on the initial...

  • Service Desk Engineer

    1 week ago

    , Metro Manila, Philippines Satellite Office Full time

    Overview SERVICE DESK ENGINEER Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide. WHAT IS A/AN SERVICE DESK ENGINEER? The Service Desk Engineer will act as...

  • Global IT Service Desk

    3 weeks ago

    , Metro Manila, Philippines QBE Insurance Full time

    Join to apply for the Global IT Service Desk role at QBE Insurance Join to apply for the Global IT Service Desk role at QBE Insurance Get AI-powered advice on this job and more exclusive features. Primary DetailsTime Type: Full timeWorker Type: EmployeeResponsible for providing high level of customer experience and resolution from various communication...

  • IT Service Desk Administrator

    2 days ago

    Philippines Collaboration Betters The World Full time ₱400,000 - ₱600,000 per year

    OverviewIT Service DeskPosition we are opening is part of Corporate IT Department, which is maintaining IT equipment, tools and security for all group subsidiaries. IT team counts members in Asia (Manila and VietNam) and in Europe, but needs to serve employees from all locations, in Asia, Europe and Americas. That is why we are ensuring a 24 hours service on...