Aspiring IT Service Desk Agent – Tier 1 Support

Private Advertiser; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Private Advertiser is seeking an IT Service Desk Agent to join our growing IT team in Makati, Philippines. You’ll be the first point of contact for end users, triaging issues and providing clear, user-friendly guidance while aiming to resolve tickets quickly.

You’ll work with Windows, Microsoft 365, and ITSM platforms like ServiceNow or Ivanti, communicating effectively in English and contributing to SLA performance and knowledge base improvements.

Qualifications

• 1+ years in IT helpdesk or high-volume customer service.
• CompTIA A+ or equivalent coursework is a plus.
• Solid Windows OS and Microsoft 365 knowledge, plus basic network troubleshooting.

Responsibilities

• Be the first point of contact for calls, email, and chat with a friendly, professional approach.
• Triage and diagnose requests based on urgency and impact; basic troubleshooting.
• Guide end-users through resolution steps or route issues to the right team.
• Document all steps in the ITSM system and escalate when needed.
• Share knowledge using KB articles and scripts; flag outdated content or create new guides.
• Keep users updated on progress and drive issue resolution and process improvements.

Skills

Customer service

English communication

Problem solving

SLA awareness

Education

CompTIA A+ certification

Tools

ITSM platforms (ServiceNow/Ivanti)

Remote support tools (Bomgar)

Job description

Private Advertiser is seeking an IT Service Desk Agent to join our growing IT team in Makati, Philippines. You’ll be the first point of contact for end users, triaging issues and providing clear, user-friendly guidance while aiming to resolve tickets quickly.

You’ll work with Windows, Microsoft 365, and ITSM platforms like ServiceNow or Ivanti, communicating effectively in English and contributing to SLA performance and knowledge base improvements.