IT Service Desk Agent — 1st Line Support (Hybrid)

HCL Technologies Philippines Inc; Taguig; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 in Taguig to be the first point of contact for IT users, providing phone, email, and chat support for hardware, software, and network issues.

You will document incidents in ServiceNow, route to higher levels, and work with vendors to resolve problems while maintaining high customer satisfaction. A hybrid schedule with potential 24/7 coverage is typical for this role.

Qualifications

• Phone support experience required.
• Helpdesk or call center experience required.
• Disciplined, systematic problem-solving skills.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via phone/email/chat for end users.
• Route tickets to 2nd/3rd level IT support.

Skills

Phone support

Helpdesk experience

Problem-solving

English fluency

Communication skills

Documentation

Customer handling

Vendor coordination

Tools

ServiceNow

Job description

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 in Taguig to be the first point of contact for IT users, providing phone, email, and chat support for hardware, software, and network issues.

You will document incidents in ServiceNow, route to higher levels, and work with vendors to resolve problems while maintaining high customer satisfaction. A hybrid schedule with potential 24/7 coverage is typical for this role.