Eastwood, QC - Service Desk Associate (Australian Telco)

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO Benefit

Leave Credits

Career growth opportunities

Job summary

Tech Mahindra Philippines is hiring a Service Desk Associate to handle Level 1 support for Australian telecommunications customers. You will manage service tickets, classify incidents by severity, and keep stakeholders updated on progress.

The role requires a bachelor’s degree in IT/CS and 2–4 years in service desk or technical support, with familiarity in incident management, ticketing systems, and ITIL. On-site role with benefits.

Qualifications

• Bachelor’s degree or equivalent in IT, CS, or related discipline.
• 2–4 years in service desk or technical support environments.
• Familiarity with incident management, ticketing systems, and ITIL frameworks preferred.

Responsibilities

• Perform Level 1 troubleshooting and generate service tickets from incoming requests.
• Classify incidents by severity, assign cases to the correct workgroup, and monitor progress.
• Update customers and internal stakeholders on order statuses and resolutions.
• Create work orders involving different operational segments to ensure seamless execution.
• Escalate critical incidents or outages to relevant departments promptly.

Skills

Customer service

Attention to detail

Communication

Education

Bachelor’s degree or related IT/CS

Tools

Salesforce

Ticketing systems

ITIL

Job description

We’re Hiring: Service Desk Associate for Australian Telecommunication

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

Growth you can see – promotions and career paths await

Learning that sticks – trainings to sharpen your skills

A workplace that cares – inclusive, supportive, and people-first

Health coverage you can count on

Rewards when you refer friends to join the team

HMO Benefit

Leave Credits

Your Day-to-Day

Ticket Management and Case Handling

• Perform Level 1 troubleshooting and generate service tickets based on incoming requests.

• Classify incidents by severity, assign cases to the correct workgroup, and monitor progress.

• Update customers and internal stakeholders on order statuses and resolutions.

• Create work orders involving different operational segments to ensure seamless execution.

Coordination and Support

• Escalate critical incidents or outages to relevant departments promptly.

• Support Service Delivery teams in managing workflow queues and fault tracking.

• Maintain accurate case documentation in Salesforce and ticketing platforms.

What We’re Looking For

• Bachelor’s degree or equivalent experience in IT, Computer Science or any related discipline

• 2–4 years of experience in service desk or technical support environments.

• Familiarity with incident management, ticketing systems, and ITIL frameworks preferred.

• Strong attention to detail and organizational skills.