IT Sevice Desk- L2 Lead

Customer Frontline Solutions, Inc; Pasig; On-site; PHP 223,000 - 446,000; Full time

Job summary

Customer Frontline Solutions, Inc in Pasig, Philippines seeks a proactive Level 1 IT Help Desk specialist to handle incidents via phone, email, and the Self-Service Portal, delivering prompt resolutions and accurate ticketing.

The role requires proficiency with Windows, Android, macOS and iOS, strong problem-solving, and the ability to work with cross-functional teams; weekend or holiday shifts may be required.

Qualifications

• College graduate; technology/CS or related field preferred.
• Proficiency with Windows, Android, MacOS and iOS devices.
• Ability to diagnose and resolve basic computer issues.
• Strong knowledge of MS Office suite.
• 2+ years in a help desk environment.
• Experience with AWS, SQL databases, Windows/Linux servers, New Relic, and JIRA.
• Excellent written and spoken English and Tagalog communication.

Responsibilities

• Monitor and respond to Level 1 incidents via phone, email, and self-service portal.
• Provide one-level contact and resolve customer-reported issues.
• Deliver targeted technical support on a case-by-case basis.
• Record, track, route, and close incidents and requests.
• Prioritize and escalate unresolved queries to maintain customer satisfaction.
• Liaise with customers, provide feedback, and follow through to resolution.
• Perform Level 1 admin tasks such as Active Directory and other platforms.
• Recommend procedure improvements.
• Maintain and share IT service desk knowledge.
• Detect trends and report unusual activity.
• Assist other teams to design and manage effective support solutions.
• Adhere to KPIs and SLAs; follow up with customers through resolution.

Skills

Help desk experience

Communication skills (English/Tagalog)

Analytical & problem-solving

Multitasking & organization

Team collaboration

Education

Bachelor’s degree in Technology/CS or related

Tools

AWS (CloudWatch/CloudTrail)

MS SQL/MySQL

Windows Server & Linux

New Relic

JIRA

Active Directory

Job description

ROLE AND RESPONSIBILITIES

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 1 level contact and deliver resolutionstocustomer reported issues and concerns.
• Deliver relevant and correct technical supporton a case-by-case basis.
• Ensure proper recording, tracking, routing, redirection and closure of incidents/problem andrequests.
• Properly prioritize and elevate unresolved queries as required to the next level of support toensure customer satisfaction.
• Liaise with customers, provide feedback, andfollow query through to resolution.
• Perform Level 1 administration tasks such as Active Directory administration and support, oradministration of other key business platforms.
• Recommend procedure modifications orimprovements.
• Proactively preserve and improve yourknowledge of IT Service Desk procedures.
• Detect and report increasing trends, unusualactivity or repeated activity.
• Document and share processes and knowledgewith peers,superiors, and customers.
• Assist other teams to initiate, design and manage effective support solutions as determinedby our business needs.
• Adhere to Key Performance Indicators andService Level Agreements. Able tofollow up with customersin providing feedback and look at incidents/problems throughto resolution.

Qualifications

• Must be a college graduate,preferably Technology, Computer Science and/or other related courses.

Work Experience:

• Proficiency with a Windows, Android,
• MAC and IOS computers
• Ability to diagnose and resolve basic com- puter technical issues.
• Indepth understanding of entire MS Office suite.
• 2+ years of experience working in a help desk environment.

Technical Required:

• Knowledgeable on any ofthe following:
• AWS (Cloudwatch, Cloudtrail, Lambda, EC2)
• MS SQL, MySQL,
• MSWindows Server, Linux
• New Relic
• SQL
• JIRA
• Strong analytical and problem-solving skills

Communication Skills:

• Very good in written & verbal communication skills both in English and Tagalog with the ability to caterto demanding stakeholders.

Others:

• A teamplayer who is collaborative yet able to work independently.
• Excellent organization and multitasking skills to keep Help desk tickets order.
• Detail oriented to keep detailed notes on tickets.
• Good health condition and with Good Moral Character
• Can work on weekends or holidays.
• Flexibility to work a variety ofshifts with minimal notice.

Available to work regular overtime