IT Helpdesk Support

Lean Solutions Group; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Lean Solutions Group seeks an L1 Helpdesk Support Specialist to be the first contact for end-users needing technical assistance. The role emphasizes rapid triage, basic troubleshooting, and strict incident-management procedures via ServiceNow.

The candidate will restore service quickly or escalate to Tier 2/3 with well-documented context. The ideal applicant has IT Helpdesk experience, hands-on ServiceNow use, and familiarity with Windows/macOS, AD, and basic networking.

Qualifications

• 1–3 years hands-on IT Helpdesk/Service Desk experience.
• Experience using ServiceNow for incident logging, tracking, queue management, and knowledge retrieval.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with Active Directory, Microsoft Entra ID/Azure AD.
• Basic networking concepts including TCP/IP, DNS, DHCP, VPN.
• Experience supporting MS 365 or Google Workspace.

Responsibilities

• Log, categorize, and prioritize incoming support requests, including calls, emails, and chat, into the ServiceNow platform.
• Maintain detailed and accurate ticket notes, ensuring a clear audit trail from ticket creation through resolution or escalation.
• Monitor personal and team ServiceNow queues to support compliance with established Service Level Agreements.
• Perform initial troubleshooting for hardware, software, network, and peripheral issues.
• Execute password resets, account unlocks, and basic access provisioning through Active Directory and standard Identity Management tools.
• Assist users with standard office productivity applications, including Microsoft 365, Google Workspace, and basic VPN or remote access configurations.
• Identify and elevate high-priority incidents or systemic outages to the appropriate engineering teams immediately.
• Route unresolved L1 tickets to L2/L3 support groups within ServiceNow, providing complete diagnostic context.
• Communicate ongoing issue status to end-users clearly and professionally.
• Utilize the ServiceNow Knowledge Base to resolve known issues.
• Flag outdated documentation or suggest new Knowledge Base articles based on recurring L1 ticket trends.

Skills

1–3 years IT Helpdesk experience

Windows/macOS

Active Directory/Azure AD

Networking basics (TCP/IP, DNS, VPN)

MS 365 / Google Workspace

Clear ticket documentation

Escalation discipline

Tools

ServiceNow

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission:

Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision:

A world where people, empowered by technology, turn any challenge into a catalyst for growth.

What you will be doing:

We are seeking an L1 Helpdesk Support Specialist to serve as the first point of contact for end-users requiring technical assistance. This role will focus on rapid triage, basic troubleshooting, and strict adherence to incident management protocols using ServiceNow.

The primary objective of this role is to restore service quickly or elevate complex issues to Tier 2/Tier 3 teams with accurate documentation. The ideal candidate has hands-on experience in an IT Helpdesk, Service Desk, or technical support environment and is comfortable logging, categorizing, prioritizing, and tracking support requests through ServiceNow.

This role requires strong technical foundations, clear communication, attention to detail, and the ability to support users professionally across calls, emails, and chat.

Key Responsibilities

• Log, categorize, and prioritize incoming support requests, including calls, emails, and chat, into the ServiceNow platform.
• Maintain detailed and accurate ticket notes, ensuring a clear audit trail from ticket creation through resolution or escalation.
• Monitor personal and team ServiceNow queues to support compliance with established Service Level Agreements.
• Perform initial troubleshooting for hardware, software, network, and peripheral issues.
• Execute password resets, account unlocks, and basic access provisioning through Active Directory and standard Identity Management tools.
• Assist users with standard office productivity applications, including Microsoft 365, Google Workspace, and basic VPN or remote access configurations.
• Identify and elevate high-priority incidents or systemic outages to the appropriate engineering teams immediately.
• Route unresolved L1 tickets to L2/L3 support groups within ServiceNow, providing complete diagnostic context.
• Communicate ongoing issue status to end-users clearly and professionally.
• Utilize the ServiceNow Knowledge Base to resolve known issues.
• Flag outdated documentation or suggest new Knowledge Base articles based on recurring L1 ticket trends.

Required Skills & Experience

• 1 to 3 years of hands-on experience in an IT Helpdesk, Service Desk, or technical support role.
• Demonstrable experience using ServiceNow for incident logging, tracking, queue management, and knowledge retrieval.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with Active Directory, Microsoft Entra ID, Azure AD, or similar directory services.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience supporting standard office productivity applications such as Microsoft 365 or Google Workspace.
• Ability to perform basic hardware, software, network, and peripheral troubleshooting.
• Ability to document support activity clearly and accurately within a ticketing system.
• Ability to elevate unresolved or high-priority issues with complete diagnostic context.

Nice to Have Skills

• Prior experience supporting users across multiple channels, including calls, emails, and chat.
• Prior experience working within established SLA-driven support environments.
• Exposure to ServiceNow Knowledge Base usage and documentation improvement.

Soft Skills

• Strong analytical problem-solving capabilities.
• High resilience under pressure.
• Clear written and verbal communication skills.
• Professional communication with end-users.
• Strong attention to detail when documenting tickets and support activity.
• Ability to follow incident management protocols consistently.
• Ability to identify when an issue should be escalated.