IT Service Desk Team Lead

3 days ago

Mandaluyong City, National Capital Region, Philippines ACTIONLAB IT SERVICES PHIL. CORP. Full time ₱300,000 - ₱360,000 per year

We are seeking a Service Desk Team Lead with strong customer service skills and a solid technical foundation to join our dynamic IT team. The ideal candidate will be responsible for providing first-level support to end-users through various communication channels, including email, phone, chat, and walk-ins.

Key Responsibilities:

  • Ticket Management:
  • Create and log tickets based on customer requests, incidents, or inquiries received via email, phone, walk-in, or service portal.
  • Accurately prioritize and categorize issues based on severity and impact.
  • Provide timely status updates to end users regarding ticket progress and resolution.
  • Technical Support:
  • Provide general guidance and first-level support on technical issues through troubleshooting, problem analysis, and information gathering.
  • Escalate unresolved issues to appropriate support groups (Level 2/3) following established escalation procedures.
  • Identify and assign appropriate onsite resources when needed.
  • Process & Service Excellence:
  • Monitor ticket progress to ensure timely resolution within defined Service Level Agreements (SLAs).
  • Submit end-of-day reports to the Team Lead, detailing ticket status and counts.
  • Update and maintain knowledge base articles and documentation.
  • Recommend improvements to service desk operations and contribute to process enhancement initiatives.
  • Incident & Communication Management:
  • Manage critical incidents with urgency, ensuring proper escalation and communication.
  • Interface with customer focal points and third-party service providers as needed for incident resolution.
  • Provide standard reports and analysis of tickets to identify trends and opportunities for improvement.
  • Multi-Channel & Multi-Function Support:
  • Handle customer concerns across various support channels such as voice, email, chat, and chatbot.
  • Support multi-functional service desk operations and extended service hours as required.

Qualifications:

  • At least 1–2 years of experience as a Service Desk Team Lead or similar role.
  • Proven experience in using ServiceNow or other ITSM ticketing tools.
  • Experience with basic troubleshooting of hardware, software, and network issues.
  • Demonstrated ability in people management, team coordination, and workload prioritization.
  • Can start ASAP.

Skills & Traits:

  • Strong communication and interpersonal skills.
  • Analytical mindset with a focus on continuous improvement.
  • Business acumen with the ability to balance technical support and customer satisfaction.
  • Ability to work under pressure and manage multiple tasks simultaneously.

Additional Requirements:

  • Ability to work flexible hours, including extended shifts when necessary.
  • Must be proactive, collaborative, and service-oriented.
  • Strong attention to detail and documentation.

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Health insurance
  • Paid training

Application Question(s):

  • What is your expected salary?
  • Are you willing to be assigned in Mandaluyong?

Willingness to travel:

  • 100% (Required)

Work Location: In person

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