IT Service Desk

15 hours ago

Bonifacio Global Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time ₱250,000 - ₱500,000 per year
Role Summary

We are seeking customer-focused L1 IT Service Desk Analysts to provide first-line technical support to our global users. Successful candidates will be fluent in English plus one of the following languages: French, German, Mandarin (Simplified), or Bahasa Indonesia. This role focuses on incident intake, basic troubleshooting, ticket management, and escalation to higher-level support when needed.

Key Responsibilities
  • Provide friendly, professional first-contact support via phone, email, chat, and ticketing portal.
  • Triage and resolve common incidents related to Windows/macOS, Microsoft 365, VPN, connectivity, password resets, printing, and basic application issues.
  • Create, update, and manage tickets in the ITSM system with clear descriptions, steps taken, and follow-up actions.
  • Escalate complex or unresolved issues to L2/L3 teams or vendors with complete documentation.
  • Communicate status and resolution clearly to end users in English and the designated additional language.
  • Perform remote support using approved tools (e.g., remote desktop, screen sharing).
  • Follow documented runbooks and knowledge base articles; contribute new knowledge articles as solutions are found.
  • Meet defined service level agreements (SLAs) and contribute to continuous service improvement.
  • Participate in shift handovers and provide input for on-call rotations if required.
Language Requirements
  • Fluent written and spoken English.
  • Fluent written and spoken in one of the following: French, German, Mandarin (Simplified), or Bahasa Indonesia.
  • Ability to switch between languages while maintaining professional tone and clarity.
Required Technical Skills
  • Strong customer service skills and a user-centric attitude.

  • Basic troubleshooting for:

  • Operating systems: Windows 10/11, macOS

  • Office productivity suites: Microsoft 365 (Outlook, Word, Excel, Teams)
  • Email, network connectivity, VPN, and printers
  • Account and password management (Active Directory / Azure AD)
  • Familiarity with ticketing systems (ServiceNow, Zendesk, Jira Service Desk, or similar).
  • Comfortable using remote support and diagnostic tools.
  • Ability to follow procedures and document incidents accurately.
Desired Experience & Qualifications
  • Prior experience in a Service Desk, Help Desk, or technical support role preferred.
  • ITIL Foundation or similar customer service/ITSM awareness is an advantage.
  • CompTIA A+ or relevant technical certification is desirable but not mandatory.
  • Strong problem-solving skills and ability to learn new technologies quickly.
  • Shift flexibility including potential night or weekend rotations depending on the support model.
Soft Skills
  • Excellent verbal and written communication in required languages.
  • Empathy, patience, and strong interpersonal skills.
  • Ability to prioritize multiple tasks and manage time effectively.
  • Detail-oriented with a focus on accurate documentation.

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