IT Service Desk Agent

Lean Solutions Group; Makati; On-site; PHP 201,000 - 312,000; Full time

Job summary

Lean Solutions Group is hiring an IT Service Desk Agent in Metro Manila to serve as the primary contact for end-users seeking technical assistance. You will provide Tier 1 support across calls, chats, and ticket systems, triaging requests, performing initial troubleshooting, and escalating complex issues to Tier 2 when needed.

The role requires a high school diploma or equivalent, 1+ year of relevant experience, and familiarity with Windows, Office 365, and basic networking.

Qualifications

• High school diploma or equivalent required; technical certifications preferred.
• 1+ years of experience in technical support, IT helpdesk, or customer service.
• Basic understanding of Windows OS, Microsoft Office 365, and basic networking troubleshooting.
• Familiarity with ITSM ticketing platforms (Ivanti, ServiceNow) and remote desktop tools (Bomgar).
• Strong verbal and written English communication; customer-focused with good organizational skills.

Responsibilities

• Respond to incoming support calls, emails, and chat inquiries for technical support and IT information.
• Triage, categorize, and prioritize tickets and inquiries based on urgency and impact.
• Perform first-line troubleshooting for Windows, Office 365, network issues, and password resets.
• Guide users through resolution steps or escalate to appropriate teams.
• Create, update, and close tickets in ITSM with clear diagnostic details.
• Utilize knowledge base and scripts, contributing updates as needed.
• Keep users informed on ticket status and follow up for customer satisfaction.
• Identify recurring issues and flag trends for analysis.
• Adhere to SLAs and KPIs.

Skills

Strong English communication

Customer-focused mindset

Multitasking

Time management

Active listening

Team collaboration

Education

High school diploma or equivalent

CompTIA A+ certification

Tools

Ivanti

ServiceNow

Bomgar

Windows OS

Microsoft Office 365

Remote Desktop

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.

Position Description

The IT Service Desk Agent serves as the primary technical point of contact for end-users seeking technical assistance and general IT inquiries. This role provides Tier 1 technical support across inbound calls, chats, and ticket management systems. Key responsibilities include triaging incoming requests, providing initial troubleshooting for software and hardware issues, logging accurate ticket documentation, and escalating complex technical issues to Tier 2 support teams when necessary.

Functions

• Respond promptly to incoming support calls, email requests, and chat inquiries for technical support and general IT information.

• Triage, categorize, and prioritize technical tickets and voice inquiries based on urgency, complexity, and operational impact.

• Perform first-line troubleshooting for Windows operating systems, software applications, network connectivity, and account/password resets.

• Walk end-users through step-by-step resolution procedures or route requests outside IT scope to the appropriate department.

• Create, update, and close tickets in the IT Service Management (ITSM) platform, documenting all troubleshooting steps clearly before escalating to Tier 2.

• Leverage knowledge base resources and scripts to resolve routine issues efficiently while suggesting updates or new articles for knowledge management.

• Keep end-users updated on ticket statuses and follow up to ensure high customer satisfaction.

• Identify recurring technical issues or system trends and flag them for further analytical review.

• Adhere strictly to defined Service Level Agreements (SLAs) and key performance targets.

Qualifications and Requirements

• High school diploma or equivalent required; technical certifications (e.g., CompTIA A+) or technical coursework preferred.

• 1+ years of experience in a technical support, IT helpdesk, or customer service environment preferred.

• Basic technical understanding of Windows operating systems, Microsoft Office 365 applications, and fundamental networking troubleshooting.

• Familiarity with ITSM ticketing platforms (e.g., Ivanti, ServiceNow) and remote desktop assistance tools (e.g., Bomgar).

• Strong verbal and written English communication skills paired with active listening abilities.

• Customer-focused mindset with proven organizational, multitasking, and time-management skills in a high-volume setting.

Technical Skills & Systems

• Operating Systems & Applications: Windows OS, Microsoft Office 365, Web Browsers, Standard Productivity Tools.

• ITSM & Support Tools: Service Desk Ticketing Platforms (e.g., Ivanti), Remote Desktop Utilities (e.g., Bomgar).

• Core Technical Concepts: Account Administration, Password Resets, Basic LAN/Wi-Fi Troubleshooting, Hardware Diagnostics.

Core Competencies

1. Tier 1 Troubleshooting & Triage: Skill in quickly diagnosing basic hardware/software problems and determining proper escalation paths.

2. Customer Service & Communication: Ability to translate technical instructions into clear, simple steps for users of all technical skill levels.

3. SLA Adherence & Time Management: Discipline to prioritize task queues and resolve issues within strict timeframes.

4. Documentation Rigor: High precision in capturing detailed ticket logs, diagnostic steps, and user notes.

5. Team Collaboration & Escalation: Effective alignment with Tier 2 specialists and internal teams to ensure seamless issue resolution.