IT Service Desk Agent

4 days ago

Philippines Nordic Consulting Partners Full time ₱250,000 - ₱500,000 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

    4 days ago

    Philippines Nordic Consulting Partners Full time ₱15,000 - ₱30,000 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...

  • Service Desk Analyst II

    5 days ago

    Philippines Nordic Consulting Full time ₱350,000 - ₱700,000 per year

    Make a difference. Be happy. Grow your career.The RoleThe IT Service Desk Agent II 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 an experienced and knowledgeable Information Technology professional with experience...

  • Service Desk Analyst III

    5 days ago

    Philippines Nordic Consulting Full time ₱2,000,000 - ₱4,500,000 per year

    Make a difference. Be happy. Grow your career.The RoleProvides level 3 support to Tier I and II Customer Service Agents and end users on a variety of issues with a strong commitment to customer Service. Respond as a Tier III technical support to telephone calls, email and electronic requests for the service desk. Facilitate the process to Document, identify,...

  • Insurance Account Position

    3 weeks ago

    , , Philippines State Farm Agent Full time

    Position Overview State Farm Insurance Agent located in Terrytown, La is seeking an outgoing, career-oriented professional to join their team. As a State Farm team member for Terrill Talamo Agency, you will build and develop customer relationships within the community to promote State Farm products including auto, home and life insurance. Responsibilities...

  • Service Desk Analyst I

    5 days ago

    Philippines Nordic Consulting Partners Full time ₱240,000 - ₱720,000 per year

    Make a difference. Be happy. Grow your career.IT SERVICE DESK AGENT IThe 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 ResponsibilitiesProviding a high level of professionalism and...

  • Insurance Account Position

    3 weeks ago

    , , Philippines State Farm Agent Full time

    Insurance Account Position - State Farm Agent Team Member State Farm Insurance Agent located in Terrytown, La is seeking an outgoing, career-oriented professional to join their team. As a State Farm team member for Terrill Talamo Agency, you will build and develop customer relationships within the community to promote State Farm products including auto, home...

  • Service Desk Team Lead

    3 weeks ago

    , Metro Manila, Philippines LanceSoft, Inc. Full time

    Position : Service Desk Team Leader Location : Hybrid Setup Manila Shift : Regular Shift Key Responsibilities Lead and manage the Service Desk team to deliver exceptional technical support to end‑users. Support L1 and L2 agents with day‑to‑day questions related to client incidents, requests, and queries. Monitor ticket queues and ensure SLAs and KPIs...

  • Service Desk Analyst I

    5 days 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 $32,000 - $64,000 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 an experienced and knowledgeable Information Technology professional with experience...

  • IT Service Desk Administrator

    4 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...