IT Service Desk-Level 1

Customer Frontline Solutions, Inc; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Customer Frontline Solutions, Inc. is seeking an IT Service Desk professional to provide first-level IT support and incident management in a fast-paced environment in Metro Manila.

The role focuses on resolving issues using ITIL-based processes and collaborating with teammates to ensure timely escalation and resolution. The ideal candidate has 2–3 years of remote IT support experience, strong AD and Windows 10 know-how, and hands-on Office 365 support.

Qualifications

• 2–3 years of remote IT support experience in a domain environment.
• Strong end-user support skills and Active Directory knowledge.
• Experience supporting Microsoft Windows 10.
• Experience supporting Microsoft Office Professional or Office 365.
• Experience with wired and wireless network troubleshooting.
• Familiarity with ITSM platforms, specifically JIRA.
• Experience using and contributing to a knowledge base.

Responsibilities

• Monitor and respond to Level 1 incidents and requests via phone, email and the Self Service Portal.
• Provide 1st level contact and resolutions to customer issues.
• Deliver relevant technical support on a case-by-case basis.
• Record, track, route, and close incidents and requests.
• Prioritize and escalate unresolved queries to next level support.
• Liaise with customers, provide feedback, and follow queries through to resolution.
• Perform Level 1 administration tasks such as Active Directory administration and other key platforms.
• Recommend procedure modifications or improvements.
• Proactively preserve and improve knowledge of IT Service Desk procedures.
• Detect and report increasing trends, unusual activity or repeated activity.
• Document and share processes and knowledge with peers, superiors, and customers.
• Assist other teams to design and manage effective support solutions as determined by business needs.
• Adhere to Key Performance Indicators and Service Level Agreements.
• Follow up with customers for feedback and resolution.

Skills

End user support

Active Directory

Windows 10

Office 365

Network troubleshooting

Knowledge base usage

Tools

JIRA

Job description

Job Description

As an IT Service Desk, it will be your role as the primary point of contact toprovide first level technical (L1) supportand incident management in an efficient, personal and professional manner based on ITIL best practices.

Support will cover a range of computer hardware and software, telephony systems, mobile devices, remote desktop environments and other IT products, services and solutions. You must be able to adhere to standard processes to reach the ideal resolution for each issue. When a standard process isn’t available, you are able to translate your technical knowledge into actionable direction by working closely with others in your team to resolve or escalate issues promptly.

Key Tasks and Responsibilities

• Monitor and respond quickly and effectively to Level 1 incidents and requests received via phone, email and the Self Service Portal.
• Provide 1st level contact and deliver resolutions to customer reported issues and concerns.
• Deliver relevant and correct technical support on a case-by-case basis.
• Ensure proper recording, tracking, routing, redirection and closure of incidents/problem and requests
• Properly prioritize and escalation unresolved queries as required to the next level support to ensure customer satisfaction.
• Liaise with customers, provide feedback and follow queries through to resolution.
• Perform Level 1 administration tasks such as Active Directory administration and support, or administration of other key business platforms.
• Recommend procedure modifications or improvements.
• Proactively preserve and improve your knowledge of IT Service Desk procedures.
• Detect and report increasing trends, unusual activity or repeated activity.
• Document and share processes and knowledge with peers, superiors, and customers.
• Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
• Adhere to Key Performance Indicators and Service Level Agreements.
• Able to follow up with customers in providing feedback and look at incidents/problems through to resolution.

Qualifications

Technical Skills and Experience

• 2-3 years prior experience in providing first level remote IT support in a domain environment.
• Highly familiar with end user support and Active Directory.
• Prior experience supporting Microsoft Windows 10.
• Experience supporting Microsoft Office Professional or O365 environments.
• Wired and wireless network support and troubleshooting.
• Diverse peripheral management and troubleshooting.
• Understanding of a business' technical infrastructure from firewall to desktop.
• Previous experience using an ITSM platform (JIRA).
• Previous experience using and contributing to a technical knowledge base.