IT Service Desk Associate — 24/7 Support & Growth

Sagility; Quezon City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Sagility, a global BPM and technology company, is hiring for Associate-IT Helpdesk Services in Quezon City, Philippines. You will support calls, tickets, emails, and chats, following standard procedures and escalation paths.

The role requires a 24/7 shift schedule and onsite work, delivering accurate resolutions and proactive customer care. You will work within the Information Technology - Global Service Desk, ensuring SLA achievements, CSAT scores, and quality targets while maintaining data

Qualifications

• Bachelor's/College degree in IT or related field or substantial equivalent experience.
• Experience in a Service Desk environment is desirable.
• Excellent written and oral English communication skills.
• Amenable to work 24/7 shifting schedule and onsite.

Responsibilities

• Follow KBAs and scripts; flag gaps or outdated articles for update.
• Escalate to Tier 2 with complete handoff details per escalation matrix.
• Meet SLA, FCR, AHT, CSAT, and QA targets.
• Adhere to HIPAA, PHI/PII handling, and information security policies.
• Verify user identity before account-related actions.
• Handle calls, tickets, emails, and chats; document actions in tickets.

Skills

English communication

Customer service

Adaptability

Fast-paced

Team collaboration

Problem solving

Call handling

Ticket handling

Education

Bachelor's degree in IT/CS/MIS

Tools

ServiceNow

Spiceworks

JIRA

Fusion

Job description

Sagility, a global BPM and technology company, is hiring for Associate-IT Helpdesk Services in Quezon City, Philippines. You will support calls, tickets, emails, and chats, following standard procedures and escalation paths.

The role requires a 24/7 shift schedule and onsite work, delivering accurate resolutions and proactive customer care. You will work within the Information Technology - Global Service Desk, ensuring SLA achievements, CSAT scores, and quality targets while maintaining data