Level 2 Service Desk Agent

1 day ago

Tarlac City, Central Luzon, Philippines TOA Global Full time $40,000 - $60,000 per year

L2 Service Desk Agent (Chat, email, and ticket support)

Location
: Tarlac City

Shift
: 7AM-4PM, Mon-Fri

Arrangement
: Onsite (Mon-Fri), Full Time

Unlock your potential
At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry.

Service Desk II plays a vital role in delivering a seamless and positive experience for TOA Global's employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a wide range of issues

A core responsibility is providing critical administrative support to Client Relationship Managers (CRMs), including managing inboxes and taking action on operational and administrative requests. This enables CRMs to focus on strategic client work, contributing to the overall success of the business.

With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care.

Key Responsibilities

  • Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.
  • Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries with accuracy and efficiency.
  • Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department when necessary.
  • Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and adherence to service standards.

Qualifications / Skills

  • Experienced in using case management systems and tools effectively.
  • Experienced in inbox and calendar management
  • Works effectively with cross-functional teams to resolve complex cases.
  • Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed.
  • Manages multiple cases while ensuring accuracy and meeting service standards.
  • Strong communication and interpersonal skills
  • Customer-focused with a positive and professional attitude
  • Adaptable and eager to learn new technologies and procedures
  • Ability to thrive in a fast-paced environment and manage multiple tasks effectively
  • Detail-oriented with a keen eye for accuracy.

  • Service Desk Agent

    3 weeks ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team.As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent/IT Specialist will provide first-level support, troubleshoot issues,...

  • Service Desk Agent

    1 day ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time $40,000 - $60,000 per year

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team. As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent/IT Specialist will provide first-level support, troubleshoot issues,...

  • Service Desk Agent

    1 day ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time ₱400,000 - ₱600,000 per year

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team.As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent will provide first-level support, troubleshoot issues, and escalate...

  • Service Desk Agent

    1 day ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time ₱800,000 - ₱1,200,000 per year

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team. As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent will provide first-level support, troubleshoot issues, and escalate...

  • Customer Service Agent

    1 day ago

    Angeles City, Central Luzon, Philippines Australian Outsource Desk Inc. Full time ₱20,000 - ₱22,000 per year

    Customer Service Agent (Entry-Level – Inbound & Outbound)Details:Monday to FridayDay ShiftOffice based - Sto. Domingo, Angeles CityImmediate StartHMO Benefit13th month payComplete Mandated Benefits (SSS/ PhilHealth / Pag-Ibig)Annual Performance Salary IncreaseJob Description:We are seeking a motivated and customer-focused Customer Service Representative to...

  • Service Desk Trainer

    1 day ago

    Angeles City, Central Luzon, Philippines TASQ Staffing Solutions Full time $6,000 - $8,000 per year

    TASQ is looking for people with service desk trainer experience to work on site in Clark, Pampanga.Benefits: Quarterly performance bonus. Outstanding career development opportunities and fast-track career progression. Enjoy a fair work-life balance. HMO and life insurance for the employee and 2 dependents for free. Inside the Central Business District area....

  • Service Desk Lead

    1 day ago

    Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time $60,000 - $80,000 per year

    We are seeking a highly motivated and experienced Service Desk Lead to oversee and manage our service desk operations. The ideal candidate will ensure timely resolution of client issues, enforce SLA adherence, and lead the service desk team to deliver exceptional customer support.Key Responsibilities·       Lead and manage day-to-day operations of the...

  • Level 3 IT Service Desk Specialist

    1 day ago

    Cebu City, Central Visayas, Philippines BSA Solutions Inc. Full time $40,000 - $80,000 per year

    The Service Desk Specialist provides generalized information systems technical support to identify, troubleshoot, and resolve reported user issues and problems. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD...

  • Help Desk Customer Service Agent

    2 days ago

    Cebu City, Central Visayas, Philippines beBeeRepresentative Full time ₱250,000 - ₱450,000

    Job Description">We are seeking a skilled Help Desk Representative to join our team. In this role, you will work in a high-volume help desk environment supporting customers and analysts in providing incident resolution for various products and services.">Core Responsibilities:">">Assessment & validation of tickets that come into the help desk">Basic remote...

  • Service Desk Administrator

    1 day ago

    Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time $40,000 - $60,000 per year

    Introduction We are looking for dedicated and skilled Service Desk Administrators to provide technical support and ensure smooth operations for our MSP clients. The ideal candidates will be responsible for ticket resolution, client support, and assisting in the maintenance of our service desk systems.Key ResponsibilitiesProvide first and second-level support...