Help Desk Technician

PeopleLogic; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

PeopleLogic in the Philippines is seeking an L1 Help Desk Analyst to deliver first-level technical support, troubleshoot user issues, manage incidents, and ensure timely resolution or escalation.

The role requires handling Windows, Mac, Ubuntu/Linux, applications, and peripherals, with remote support using WebEx, VNC, or RDP, and collaboration with L2/L3 teams. A customer-focused mindset and ITSM experience are essential.

Qualifications

• Minimum 2 years of Help Desk / Service Desk / L1 Support experience.
• Experience with ITSM / ticketing tools.
• Strong communication and customer-service skills.
• Ability to work in rotating AM / PM / Night shifts.

Responsibilities

• Provide L1 technical support and troubleshooting for Windows, Mac, Ubuntu/Linux, applications, and peripherals.
• Receive, document, categorize, resolve, and escalate incidents and service requests.
• Monitor ticket queues and ensure timely resolution according to procedures.
• Troubleshoot VPN, internet connectivity, MS Office, Active Directory, Exchange, and other common IT issues.
• Provide remote support using WebEx, VNC, RDP, or similar tools.
• Install, configure, troubleshoot, and update operating systems, applications, drivers, and devices.
• Work closely with L2/L3, infrastructure, application, and global support teams.
• Maintain accurate ticket records, knowledge articles, and troubleshooting documentation.
• Provide excellent customer service and support users with technical queries.

Skills

Help Desk

ITSM

Customer Service

Shift Work

Education

IT background

Job description

Education: IT background preferred

Role Overview

We are looking for a customer-focused L1 Help Desk Analyst to provide first-level technical support, troubleshoot user issues, manage incidents, and ensure timely resolution or escalation.

Key Responsibilities

• Provide L1 technical support and troubleshooting for Windows, Mac, Ubuntu/Linux, applications, and peripherals.
• Receive, document, categorize, resolve, and escalate incidents and service requests.
• Monitor ticket queues and ensure timely resolution according to procedures.
• Troubleshoot VPN, internet connectivity, MS Office, Active Directory, Exchange, and other common IT issues.
• Provide remote support using WebEx, VNC, RDP, or similar tools.
• Install, configure, troubleshoot, and update operating systems, applications, drivers, and devices.
• Work closely with L2/L3, infrastructure, application, and global support teams.
• Maintain accurate ticket records, knowledge articles, and troubleshooting documentation.
• Provide excellent customer service and support users with technical queries.

Must-Have Skills

• Minimum 2 years of Help Desk / Service Desk / L1 Support experience
• ITSM / Ticketing tools
• Strong communication and customer-service skills
• Ability to work in rotating AM / PM / Night shifts

Ideal Candidate

A proactive and customer-focused L1 Support professional with strong troubleshooting skills, excellent communication, and flexibility to work rotating shifts in a 24/7 support environment.