1st Line IT Support Specialist – Service Desk

GSS HR Solutions Private Limted; Quezon City; On-site; PHP 391,000 - 446,000; Full time

Job summary

GSS HR Solutions Private Limted is seeking a capable Helpdesk Support Engineer to join our onsite team in Quezon City. You will provide first-line technical support via phone, email, chat and web, and help resolve incidents with urgency and customer focus.

The role requires strong communication, familiarity with ServiceNow and Microsoft Office, and the ability to troubleshoot hardware and software on end-user devices. Onsite work five days a week in a dynamic, service-driven environment.

Qualifications

• Previous Helpdesk (Voice Support) experience preferred.
• Excellent telephone manner.
• Experience of using call logging software.
• Knowledge of ServiceNow, Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Ability to troubleshoot hardware, software and basic application issues on different end user devices.
• Should have worked as a Customer Support Engineer / Technical Support Executive / System or Network Administrator

Responsibilities

• To provide 1st line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in ITSM tool Referring KB for workaround / resolution and attempting resolution
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket

Skills

Helpdesk voice

Telephone manner

Call logging

ServiceNow

Windows X

Outlook troubleshooting

MS Office

PC hardware

Hardware / software troubleshooting

Customer support engineer role

Job description

GSS HR Solutions Private Limted is seeking a capable Helpdesk Support Engineer to join our onsite team in Quezon City. You will provide first-line technical support via phone, email, chat and web, and help resolve incidents with urgency and customer focus.

The role requires strong communication, familiarity with ServiceNow and Microsoft Office, and the ability to troubleshoot hardware and software on end-user devices. Onsite work five days a week in a dynamic, service-driven environment.