IT Service Desk L1: Support & Troubleshooting

HCL Technologies Philippines Inc; San Juan; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Paid time off and holidays

ABOVE Market Salary Packages

HMO Benefit w/ FREE 3 Dependents (All

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 to be the first point of contact for users needing IT support. You will diagnose issues across hardware, software, and networks, log incidents in ServiceNow, and guide users to resolution or escalation as needed.

Ideal candidates have phone support experience, technical helpdesk background, and strong English communication with solid documentation skills to ensure high customer satisfaction.

Qualifications

• Phone support experience is essential.
• Technical helpdesk experience is required.
• Fluent English communication skills are required.
• Strong documentation and customer handling abilities.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via phone/email/chat.
• Route tickets to 2nd/3rd level IT support teams.
• Coordinate with vendors and support staff for resolutions.
• Provide end-user account support.
• Document problems and resolutions in ServiceNow.
• Respond to inquiries and escalate as needed.
• Offer level 1 remote desktop support and follow SOPs.
• Escalate complex issues to specialists.
• Assist with account setup for PC-based software products.
• Troubleshoot client software and basic network connectivity.

Skills

Phone support

Technical helpdesk

Job description

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 to be the first point of contact for users needing IT support. You will diagnose issues across hardware, software, and networks, log incidents in ServiceNow, and guide users to resolution or escalation as needed.

Ideal candidates have phone support experience, technical helpdesk background, and strong English communication with solid documentation skills to ensure high customer satisfaction.