IT Service Desk Agent

8 hours ago

Manila, National Capital Region, Philippines CluneTech Full time ₱30,000 - ₱60,000 per year
Clune Tech is a suite of companies providing cutting - edge solutions that simplify global business. Our technology streamline business processes such as digital sales, global payroll, tax compliance, global VAT & cross - border payments, making business better for our customer worldwide.

CluneTech has been recognized as a Great Place to Work for 10 consecutive years, a "Best Workplace for Women" for the past 6 years and most recently, we were delighted to be recognized as a "Best Workplace in Tech" for the accreditation's first year.

Our global footprint encompasses 22 offices worldwide and we do business across 100 countries daily.

The Service Desk Agent serves as the first point of contact for users reaching out to the CluneTech IT Service Desk. They are responsible for delivering high-quality customer support, resolving Level 1 requests promptly, and escalating more complex Level 2 and Level 3 issues to the appropriate support teams. This role requires a strong balance of foundational technical knowledge and effective communication skills.

The position is temporary - 13 month contract.

Responsibilities:
  • Act as the primary point of contact for all ICT-related incidents and service requests within the organization.
  • Respond promptly to queries received via email, self-service portal, and telephone in line with defined Service Desk targets and SLAs.
  • Take full ownership of issues, ensuring they are tracked from initial report through to successful resolution or appropriate escalation.
  • Maintain consistent communication with users, providing timely updates on the progress of their requests or incidents.
  • Develop a strong understanding of internal IT teams, including Systems, Network, Database, Desktop Support, and Software Development, to ensure effective collaboration and escalation.
  • Assist users with hardware and software support, resolving technical issues or escalating as necessary.
  • Escalate complex or unresolved issues to second-line or specialist teams in a timely and accurate manner.
  • Log and manage all requests and incidents accurately using the designated Service Desk management tool.
  • Support the closure and documentation of resolved tickets, ensuring follow-up where needed and quality of service is maintained.
  • Prioritize and schedule incoming incidents and service requests, escalating urgent matters to senior technical staff when required.
  • Adhere to ITIL-aligned processes and procedures, including Incident and Problem Management workflows.
  • Follow all standard Service Desk operating procedures, ensuring accurate, detailed, and timely logging of all support tickets.
  • Escalate issues beyond first-line capability to the appropriate second- or third-line support teams in line with escalation procedures.
  • Perform other related duties in support of the Service Desk as assigned by the Service Desk Manager
Requirements:
  • Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
  • Minimum 2 years previous experience.
  • Experience using Azure, Active directory and Sophos Console.
  • Strong customer service orientation with a friendly, patient, and professional manner.
  • Ability to remain calm and focused under pressure, especially during high-volume or critical situations.
  • Confidence to liaise with internal teams and escalate issues when needed
  • Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
  • Good time management and ability to meet deadlines and service level agreements (SLAs).
Benefits:

At CluneTech, we are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.

Recognised as a both a Great Place to Work and Deloitte Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package.

CluneTech is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We are committed to building and maintaining a culture which is free from discrimination and harassment and where all employees can bring their best selves to work.

Division CluneTech Department IT Locations Philippines Remote status Fully Remote

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