IT Service Desk Analyst: Frontline Support & Troubleshooting

HCLTech; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

HMO Benefit w/ FREE 3 Dependents (All

Life Insurance for Employee

Job summary

HCLTech in Metro Manila is seeking a Service Desk Agent L1 to be the first point of contact for IT customers and employees. You will diagnose hardware/software/network issues and route tickets to higher levels when needed, ensuring a high level of customer satisfaction.

You will work with vendors and internal teams, document resolutions in ServiceNow, and provide basic remote support and account setup assistance. 100% onsite, with opportunities for training and career growth.

Qualifications

• Phone support experience required.
• Technical helpdesk or call center experience required.
• Disciplined, systematic problem-solving skills.
• Excellent verbal and written English communication.

Responsibilities

• Provide hardware, software and network problem diagnosis and resolution for End Users via phone, email or chat.
• Route tickets to internal 2nd and 3rd level IT support staff.
• Coordinate with vendors and support staff to resolve hardware/software/network issues.
• Provide end-user account support.
• Use ServiceNow to document problems, work requests and resolutions.
• Respond to calls and messages; assign and follow up on incidents until closure.
• Diagnose problems through discussions with End Users, logs, and research; provide level 1 remote desktop support.
• Escalate complex problems to appropriate specialists.
• Assist with account setups for PC-based software products.
• Troubleshoot client software and basic network connectivity.
• Identify, evaluate and prioritize End User problems.
• Train End Users and operators and contribute to SOPs.
• Participate in ongoing training and departmental development.

Skills

Phone support experience

Technical helpdesk experience

Problem-solving

Strong communication

Education

HDI/DCSE/A+/MCP/CNA (preferred certifications)

Tools

ServiceNow

Remote desktop

Job description

HCLTech in Metro Manila is seeking a Service Desk Agent L1 to be the first point of contact for IT customers and employees. You will diagnose hardware/software/network issues and route tickets to higher levels when needed, ensuring a high level of customer satisfaction.

You will work with vendors and internal teams, document resolutions in ServiceNow, and provide basic remote support and account setup assistance. 100% onsite, with opportunities for training and career growth.