IT Helpdesk - L1

taskus; Las Piñas; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Job summary

TaskUs is seeking a Help Desk Specialist in the Philippines to triage incidents and provide first-line support for hardware, software, and network issues. You will document incidents, follow defined procedures, and maintain accurate ticket updates while delivering clear instructions to users to resolve problems efficiently.

Join a People First culture in a global BPO with growth opportunities, training, and a supportive environment for career development.

Qualifications

• Experience triaging IT incidents and escalating issues per scope.
• Ability to diagnose hardware and software problems on desktops and laptops.
• Familiarity with basic networking concepts and IT support procedures.

Responsibilities

• Perform incident triage and escalate or resolve based on 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.

Skills

Incident triage

Hardware troubleshooting

Software troubleshooting

Customer support

Tools

Ticketing system

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.

Job Responsibilities

Perform incident triage and elevate 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.

DEI Statement

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.