L1 Service Desk Agent

NCR Corporation; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

NCR Voyix in Cebu City is seeking a dedicated IT Support Specialist to act as the first point of contact for IT incidents and service requests. You will log, categorise, and progress issues in our ITSM system while delivering clear communication throughout the ticket lifecycle.

You will work within a structured process, escalate complex problems, and contribute to knowledge bases. The role requires flexible scheduling, strong English, and a proactive approach to improving service delivery.

Qualifications

• Experience in a customer service or IT support environment.
• Basic understanding of IT systems, hardware, and software troubleshooting.
• Strong communication and interpersonal skills.
• Ability to follow procedures and work within a structured framework.
• Good attention to detail and accurate record-keeping.
• Ability to work in a fast-paced, service-oriented environment.
• Advanced level of spoken and written English (B2 or C1).
• Ability to work a flexible schedule (evenings/weekends).

Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone or email.
• Log, categorise, prioritise, and accurately document all issues in the ITSM tool.
• Resolve standard issues and requests at first contact using documented knowledge articles and procedures.
• Escalate complex or unresolved incidents to appropriate Level 2/3 support teams.
• Provide clear and professional communication to customers throughout the ticket lifecycle.
• Maintain ownership of cases and requests until resolution or handover.
• Follow defined processes, including case, request, and knowledge management practices.
• Manage escalations from inception to closure ensuring the customer is updated throughout.
• Contribute to knowledge base articles and update existing documentation where required.
• Meet or exceed performance targets (e.g. SLA adherence, first-contact resolution).
• Support continuous improvement by identifying recurring issues and trends.

Skills

Customer service

IT support

Communication

Ticketing

English proficiency

Tools

ServiceNow

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

To provide first‑line support to customers, managing cases, service requests & escalations. Ensuring all issues are logged, categorised, and progressed in line with agreed service levels.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone or email.
• Log, categorise, prioritise, and accurately document all issues in the ITSM tool.
• Resolve standard issues and requests at first contact using documented knowledge articles and procedures.
• Escalate complex or unresolved incidents to appropriate Level 2/3 support teams.
• Provide clear and professional communication to customers throughout the ticket lifecycle.
• Maintain ownership of cases and requests until resolution or handover.
• Follow defined processes, including case, request, and knowledge management practices.
• Manage escalations from inception to closure ensuring the customer is updated throughout.
• Contribute to knowledge base articles and update existing documentation where required.
• Meet or exceed performance targets (e.g. SLA adherence, first‑contact resolution).
• Support continuous improvement by identifying recurring issues and trends.

Skills and Experience

Essential

• Experience in a customer service or IT support environment.
• Basic understanding of IT systems, hardware, and software troubleshooting.
• Strong communication and interpersonal skills.
• Ability to follow procedures and work within a structured framework.
• Good attention to detail and accurate record‑keeping.
• Ability to work in a fast‑paced, service‑oriented environment.
• Advanced level of spoken and written English language (B2 or C1).
• Ability to work a flexible schedule (evenings/weekends).

Desirable

• Experience with ITSM tools (e.g. ServiceNow).
• Familiarity with ITIL foundations or service desk processes.
• Experience working with knowledge bases or KCS principles.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.comemail domain.