Help Desk Analyst I — Level 1 IT Support & Customer Care

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an IT Service Desk Agent to provide level 1 support for end users in the Philippines. You will handle calls, chats, and emails, diagnose basic issues, and document outcomes for escalation to the application support team.

Ideal candidates have 1+ years in IT service desk or IT support, strong English communication, and familiarity with Windows 10, Office 365, AD, VPN, Citrix, and MDM. ITIL training is a plus; occasional night/weekend shifts may apply.

Qualifications

• 1+ years of IT Service Desk or IT Support experience.
• Proficient in English to support clients.
• Knowledge of Windows 10, Office 365, AD and VPN.
• Familiar with Citrix and Mobile Device Management is a plus.
• ITIL training or certifications preferred.

Responsibilities

• Provide level 1 IT support via calls, chats, and emails.
• Act as first point of contact for end users seeking IT help.
• Diagnose basic IT issues and document them for escalation.
• Perform remote troubleshooting and user guidance.
• Document investigations and resolutions in ticketing system.
• Escalate unresolved issues to next level IT personnel.
• Maintain knowledge of help desk procedures and services.
• Adhere to HIPAA and client notification expectations.
• Participate in team meetings and ad hoc projects.

Skills

Customer service

IT support

Windows 10

Office 365

AD

VPN

Citrix

Mobile Device Management

Education

Bachelor's degree not required

Tools

Ticketing System

Remote support tools

Job description

Hammerjack Pty Ltd is seeking an IT Service Desk Agent to provide level 1 support for end users in the Philippines. You will handle calls, chats, and emails, diagnose basic issues, and document outcomes for escalation to the application support team.

Ideal candidates have 1+ years in IT service desk or IT support, strong English communication, and familiarity with Windows 10, Office 365, AD, VPN, Citrix, and MDM. ITIL training is a plus; occasional night/weekend shifts may apply.