L1 IT Service Desk Support

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 180,000 - 280,000; Full time

Job summary

Hammerjack Pty Ltd invites applications for an IT Help Desk role based in Cebu IT Park. The position operates on a hybrid setup with a night shift schedule, supporting end-users in a fast-paced environment.

The role requires 6–12 months of relevant IT support experience and familiarity with ITSM tools such as BMC/ServiceNow. Strong communication, documentation, and problem-solving skills are essential.

Qualifications

• 6–12 months to 1 year relevant experience (Fresh graduates welcome).
• Knowledge of BMC or ServiceNow ITSM systems or ServiceDesk Plus.
• Knowledge of Active Directory, Windows and Office365 (O365).
• Strong documentation and communication skills.
• Resolution-driven with strong problem-solving ability.
• Able to replicate and troubleshoot issues.
• Strong customer service and interpersonal skills.
• Ability to explain IT concepts in simple terms.

Responsibilities

• Investigate service requests following agreed procedures.
• Promptly allocate calls as appropriate.
• Log incidents and service requests and maintain records.
• Identify and classify incident types and service interruptions.
• Record incidents and catalog them by symptom and resolution.
• Record and track reliability data for services under guidance.
• Identify and diagnose issues and problems.

Skills

Troubleshooting

Customer service

Documentation

Communication

Analytical thinking

Issue replication

Tools

BMC ITSM

ServiceNow ITSM

ServiceDesk Plus

Active Directory

Microsoft Windows

Office 365

Job description

Work Set-up:

Hybrid

Work Schedule:

Night Shift

Work Location:

Cebu IT Park

Responsibilities:

• Investigated handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
• Identify and diagnose issues and problems.
• Investigate the source of issues and resolve it.
• Categorize and record reported queries and provide solutions.
• Support problem identification.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support.
• Provide essential online security advice and support.

Qualifications

Must Have Skill(s)

• With at least 6 months to 1 year relevant experience (Open to Fresh Graduates).
• Knowledge on BMC or ServiceNow ITSM system or ServiceDesk plus.
• Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
• Possess strong documentation and communication skills.
• Resolution driven and critical thinker.
• Can replicate and troubleshoot issues.
• Display strong customer service skills and interpersonal skills.
• Ability to explain complex IT concepts in simple terms.
• Possess strong analytical and problem-solving skills.
• Desire to investigate problems.
• Able to accurately follow written technical work instructions.

Good to Have Skill(s)

• Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.
• Display information technology security awareness.
• Be interested in working in an environment using Kanban methodologies.