IT Help Desk L1

Hammerjack Pty Ltd; Philippines; On-site; PHP 223,000 - 335,000; Full time

Job summary

TaskUs is seeking an IT Help Desk L1 professional to deliver first-line technical support to end users in a fast-paced environment, handling chat, phone, and email inquiries onsite at the Las Piñas office. You will diagnose hardware and software issues, assist with access and password problems, and maintain clear incident documentation.

The role requires a Bachelor's degree in computer science or related field, strong communication skills, and a customer‑focused mindset to meet SLAs and ensure

Qualifications

• Bachelor's degree in CS/CE/Engineering Communications or equivalent experience.
• Strong communication and customer service skills.
• Wamiliarity with basic hardware/software/network concepts.

Responsibilities

• Provide quality technical support to end users with varying technical backgrounds.
• Diagnose and resolve hardware, software, and basic network issues on desktops/laptops.
• Document incidents clearly, update tickets, and escalate when needed to higher-level support.
• Assist users with system access, passwords, and software usage; ensure issues are resolved.

Skills

Technical support

Customer service

Hardware troubleshooting

Software troubleshooting

Windows OS

Education

Bachelor's Degree in Computer Science/Computer Engineering/Engineering Communications

Tools

Help Desk Ticketing System

Chat/Phone/Email Support

Job description

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:

At TaskUs, we prioritize our employees well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What can you expect in a IT Help Desk L1 role with TaskUs:

The role will deliver quality technical support service to end customers of varying technical backgrounds and ensure clients satisfaction by meeting or exceeding customer Service Level Objectives. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers.

The role will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and knowledge to respond to, and diagnoses incidents through discussions with users.

Key Responsibilities:

• Perform incident triage and upscale or resolve based upon incident scope.
• Diagnose and resolve hardware, software, operating system, application, connectivity, peripheral, and basic network issues affecting desktops and laptops.
• Document incidents accurately, perform troubleshooting within established procedures and SLOs, maintain ticket updates, and elevate issues that require higher-level technical support.
• Assist users with system access, password/account issues, software usage, device configuration, and common PC problems while providing clear instructions and confirming the issue is resolved before closure.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Objective targets.
• Keep up to date with knowledge base articles and other technical-related documentation.

Education / Certifications:

• Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.

Work Location / Work Schedule / Travel:

• 100% onsite work setup in our Las Pinas office
• GY Schedule (Rotational as needed)

How We Partner To Protect You:

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI:

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.