IT Service Desk Agent: First-Line Support & Troubleshooting

NCR Corporation; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

NCR Voyix in Cebu City is seeking a dedicated IT Support Specialist to act as the first point of contact for IT incidents and service requests. You will log, categorise, and progress issues in our ITSM system while delivering clear communication throughout the ticket lifecycle.

You will work within a structured process, escalate complex problems, and contribute to knowledge bases. The role requires flexible scheduling, strong English, and a proactive approach to improving service delivery.

Qualifications

• Experience in a customer service or IT support environment.
• Basic understanding of IT systems, hardware, and software troubleshooting.
• Strong communication and interpersonal skills.
• Ability to follow procedures and work within a structured framework.
• Good attention to detail and accurate record-keeping.
• Ability to work in a fast-paced, service-oriented environment.
• Advanced level of spoken and written English (B2 or C1).
• Ability to work a flexible schedule (evenings/weekends).

Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone or email.
• Log, categorise, prioritise, and accurately document all issues in the ITSM tool.
• Resolve standard issues and requests at first contact using documented knowledge articles and procedures.
• Escalate complex or unresolved incidents to appropriate Level 2/3 support teams.
• Provide clear and professional communication to customers throughout the ticket lifecycle.
• Maintain ownership of cases and requests until resolution or handover.
• Follow defined processes, including case, request, and knowledge management practices.
• Manage escalations from inception to closure ensuring the customer is updated throughout.
• Contribute to knowledge base articles and update existing documentation where required.
• Meet or exceed performance targets (e.g. SLA adherence, first-contact resolution).
• Support continuous improvement by identifying recurring issues and trends.

Skills

Customer service

IT support

Communication

Ticketing

English proficiency

Tools

ServiceNow

Job description

NCR Voyix in Cebu City is seeking a dedicated IT Support Specialist to act as the first point of contact for IT incidents and service requests. You will log, categorise, and progress issues in our ITSM system while delivering clear communication throughout the ticket lifecycle.

You will work within a structured process, escalate complex problems, and contribute to knowledge bases. The role requires flexible scheduling, strong English, and a proactive approach to improving service delivery.