L1 Help Desk Analyst: 24/7 Tech Support & Troubleshooting

PeopleLogic; Metro Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

PeopleLogic in the Philippines is seeking an L1 Help Desk Analyst to deliver first-level technical support, troubleshoot user issues, manage incidents, and ensure timely resolution or escalation.

The role requires handling Windows, Mac, Ubuntu/Linux, applications, and peripherals, with remote support using WebEx, VNC, or RDP, and collaboration with L2/L3 teams. A customer-focused mindset and ITSM experience are essential.

Qualifications

• Minimum 2 years of Help Desk / Service Desk / L1 Support experience.
• Experience with ITSM / ticketing tools.
• Strong communication and customer-service skills.
• Ability to work in rotating AM / PM / Night shifts.

Responsibilities

• Provide L1 technical support and troubleshooting for Windows, Mac, Ubuntu/Linux, applications, and peripherals.
• Receive, document, categorize, resolve, and escalate incidents and service requests.
• Monitor ticket queues and ensure timely resolution according to procedures.
• Troubleshoot VPN, internet connectivity, MS Office, Active Directory, Exchange, and other common IT issues.
• Provide remote support using WebEx, VNC, RDP, or similar tools.
• Install, configure, troubleshoot, and update operating systems, applications, drivers, and devices.
• Work closely with L2/L3, infrastructure, application, and global support teams.
• Maintain accurate ticket records, knowledge articles, and troubleshooting documentation.
• Provide excellent customer service and support users with technical queries.

Skills

Help Desk

ITSM

Customer Service

Shift Work

Education

IT background

Job description

PeopleLogic in the Philippines is seeking an L1 Help Desk Analyst to deliver first-level technical support, troubleshoot user issues, manage incidents, and ensure timely resolution or escalation.

The role requires handling Windows, Mac, Ubuntu/Linux, applications, and peripherals, with remote support using WebEx, VNC, or RDP, and collaboration with L2/L3 teams. A customer-focused mindset and ITSM experience are essential.