IT Service Desk Pro - Fast, Friendly Tech Support

Lean Solutions Group; Makati; On-site; PHP 201,000 - 312,000; Full time

Job summary

Lean Solutions Group is hiring an IT Service Desk Agent in Metro Manila to serve as the primary contact for end-users seeking technical assistance. You will provide Tier 1 support across calls, chats, and ticket systems, triaging requests, performing initial troubleshooting, and escalating complex issues to Tier 2 when needed.

The role requires a high school diploma or equivalent, 1+ year of relevant experience, and familiarity with Windows, Office 365, and basic networking.

Qualifications

• High school diploma or equivalent required; technical certifications preferred.
• 1+ years of experience in technical support, IT helpdesk, or customer service.
• Basic understanding of Windows OS, Microsoft Office 365, and basic networking troubleshooting.
• Familiarity with ITSM ticketing platforms (Ivanti, ServiceNow) and remote desktop tools (Bomgar).
• Strong verbal and written English communication; customer-focused with good organizational skills.

Responsibilities

• Respond to incoming support calls, emails, and chat inquiries for technical support and IT information.
• Triage, categorize, and prioritize tickets and inquiries based on urgency and impact.
• Perform first-line troubleshooting for Windows, Office 365, network issues, and password resets.
• Guide users through resolution steps or escalate to appropriate teams.
• Create, update, and close tickets in ITSM with clear diagnostic details.
• Utilize knowledge base and scripts, contributing updates as needed.
• Keep users informed on ticket status and follow up for customer satisfaction.
• Identify recurring issues and flag trends for analysis.
• Adhere to SLAs and KPIs.

Skills

Strong English communication

Customer-focused mindset

Multitasking

Time management

Active listening

Team collaboration

Education

High school diploma or equivalent

CompTIA A+ certification

Tools

Ivanti

ServiceNow

Bomgar

Windows OS

Microsoft Office 365

Remote Desktop

Job description

Lean Solutions Group is hiring an IT Service Desk Agent in Metro Manila to serve as the primary contact for end-users seeking technical assistance. You will provide Tier 1 support across calls, chats, and ticket systems, triaging requests, performing initial troubleshooting, and escalating complex issues to Tier 2 when needed.

The role requires a high school diploma or equivalent, 1+ year of relevant experience, and familiarity with Windows, Office 365, and basic networking.