Hybrid Service Desk Technician - First-Line Support Pro

KMC Solutions; Makati; On-site; PHP 180,000 - 300,000; Full time

Job summary

KMC Solutions is seeking a Level 1 Service Desk Technician based in Makati to serve as the first contact for Digital Solutions support requests. You will answer the Service Desk hotline, collect complete information, create KACE tickets, and perform basic triage to ensure proper categorization and routing.

You will handle simple first-contact resolutions such as password resets and MS 365/Teams support, provide timely updates, and escalate critical incidents as needed in a fast-paced environment.

Qualifications

• Strong verbal and written communication skills.
• Ability to gather information and document requests accurately.
• Strong attention to detail.
• Basic knowledge of Windows operating systems, Microsoft 365 apps, and Teams.
• Ability to work in a fast-paced environment while managing multiple requests.
• 1+ years of customer service, call center, help desk, or technical support experience preferred.

Responsibilities

• Answer incoming Service Desk hotline calls in a professional and courteous manner.
• Gather complete information regarding incidents, service requests, and technology-related issues.
• Create KACE tickets for all support calls and requests with complete, accurate, and properly categorized information.
• Monitor designated support queues throughout the day and review newly submitted tickets for completeness and accuracy.
• Assign appropriate categories, priorities, and support groups to tickets.
• Route tickets to the appropriate technician or team for resolution.
• Resolve simple first-contact issues when documented procedures exist, including password resets and basic Microsoft 365 and Teams support.
• Provide timely updates to users regarding ticket status and set expectations for response and resolution times.
• Escalate emergency, business-critical, high-impact, urgent, or security-related incidents.
• Assist with reducing unassigned ticket backlog and maintaining queue health.

Skills

Customer service

Verbal communication

Information gathering

Detail oriented

Multitasking

Windows knowledge

Education

High school diploma or equivalent

CompTIA A+ certification

Tools

KACE

ServiceNow

Jira Service Management

Job description

KMC Solutions is seeking a Level 1 Service Desk Technician based in Makati to serve as the first contact for Digital Solutions support requests. You will answer the Service Desk hotline, collect complete information, create KACE tickets, and perform basic triage to ensure proper categorization and routing.

You will handle simple first-contact resolutions such as password resets and MS 365/Teams support, provide timely updates, and escalate critical incidents as needed in a fast-paced environment.