IT Service Desk L1

1 day ago

Quezon City, National Capital Region, Philippines Wipro Philippines Inc. Full time ₱250,000 - ₱350,000 per year

Job Title: IT Service Desk Analyst – Level 1

Location: Quezon City

Employment Type: Full Time

Shift: Night

Job Summary:

We are looking for a proactive and customer-oriented IT Service Desk Analyst (L1) to provide first-level technical support to end users. This role is responsible for resolving basic IT issues, escalating complex problems, and ensuring smooth day-to-day operations across hardware, software, and network systems.

Key Responsibilities:

  • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
  • Diagnose and resolve basic hardware, software, and network issues
  • Escalate unresolved issues to Level 2/3 support teams as needed
  • Log all incidents and service requests accurately in the ITSM system
  • Guide users through step-by-step solutions in a clear and professional manner
  • Install and configure software applications and operating systems
  • Maintain user accounts, passwords, and access rights in Active Directory
  • Monitor system alerts and respond to routine maintenance tasks
  • Follow standard operating procedures and contribute to knowledge base documentation

Qualifications:

  • Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
  • 0–2 years of experience in IT support or helpdesk environment
  • Familiarity with Windows OS, Microsoft Office Suite, and basic networking concepts
  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
  • Strong communication and customer service skills
  • Ability to work in a fast-paced, team-oriented environment
  • ITIL Foundation certification is a plus

Key Competencies:

  • Problem-solving and analytical thinking
  • Patience and empathy
  • Attention to detail
  • Time management
  • Willingness to learn and grow

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