L1 IT Service Desk Agent - Fast, Friendly Tech Support

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

Job summary

HCL Technologies Philippines Inc. invites applications for a Service Desk Agent L1 to be the first point of contact for technical assistance.

You will diagnose hardware/software/network issues, document resolutions in ServiceNow, and escalate complex problems while ensuring timely end-user support. The role requires phone support experience, technical helpdesk background, and excellent communication and documentation skills in English.

Qualifications

• Phone support experience required.
• Technical helpdesk or call center experience required.
• Fluently communicate in English to native-like standard.
• Excellent communication and documentation skills.
• Great customer handling skills and problem-solving ability.

Responsibilities

• Diagnose and resolve hardware/software/network issues via phone, email or chat.
• Route tickets to 2nd/3rd level IT support and track resolutions.
• Coordinate with vendors and support staff for issue resolution.
• Provide End User account support and setup for PC-based software.
• Document problems and resolutions in ServiceNow.
• Respond to inquiries and follow up until closure; provide Level 1 remote support.
• Escalate complex problems to appropriate specialists.
• Maintain SOP-compliant support practices.

Skills

Phone support

Technical helpdesk

Customer handling

Documentation

Communication

Problem solving

ServiceNow

Remote desktop support

Tools

ServiceNow

Job description

HCL Technologies Philippines Inc. invites applications for a Service Desk Agent L1 to be the first point of contact for technical assistance.

You will diagnose hardware/software/network issues, document resolutions in ServiceNow, and escalate complex problems while ensuring timely end-user support. The role requires phone support experience, technical helpdesk background, and excellent communication and documentation skills in English.