L1 Service Desk Agent (AU Tech, WFH)

ConnectOS; Mandaluyong; Remote; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Medical, Dental, Life Insurance from 1

Paid Vacation & Sick Leave

Competitive salary package & annualApp

13th Month Pay

Career growth opportunities

Job summary

ConnectOS is seeking a remote IT service desk agent in the Philippines to log faults, triage incidents per SLAs, and coordinate field dispatch across AU/NZ. You will log tickets in Zendesk, gather details, and provide timely updates to clients and vendors.

We require 1-2+ years in an IT service desk or NOC, strong English, and ITIL familiarity. The role supports rotating shifts and a work-from-home setup with competitive pay and benefits.

Qualifications

• Excellent spoken and written English.
• Proven experience speaking by phone with customers, suppliers or contractors in a business or support setting.
• 1-2+ years' experience in an IT service desk, helpdesk, NOC or dispatch environment.
• Experience with Zendesk or a similar ticketing platform (ServiceNow, Freshdesk, Jira Service Management, ConnectWise, etc.).
• Working knowledge of ITSM/ITIL concepts: incidents vs. requests, priorities, SLAs and escalation paths.
• Strong attention to detail and ability to manage multiple tickets and calls at once.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel).
• Willingness to work rotating shifts, including nights, weekends and public holidays, to cover AU/NZ time zones.

Responsibilities

• Answer and log faults, confirm site details, arrange attendance and provide status updates.
• Receive, log and categorise incidents and service requests in Zendesk.
• Triage tickets against SLAs and escalate as needed.
• Coordinate field dispatcher across AU/NZ time zones.
• Track advance parts shipments and liaise with couriers and warehouses.
• Update vendor and partner ticketing systems as required.
• Provide proactive written and verbal updates throughout the ticket lifecycle.
• Perform basic first-line troubleshooting and gather key information.

Skills

English proficiency

Phone support

IT service desk

Zendesk

ITIL/ITSM

Attention to detail

MS 365

Shift rotation

Tools

Zendesk

ServiceNow

Freshdesk

Jira Service Management

ConnectWise

Job description

Schedule: Flexi (09:00 PM to 6:00 AM PHT)

Work Setup: Remote Based/WFH

What are we looking for?

• Answer and make phone calls with clients, vendors and contractors to log faults, confirm site details, arrange attendance and provide status updates.
• Receive, log and categorise incidents and service requests from phone, email, web forms and client portals, ensuring every ticket is accurately recorded in Zendesk
• Triage and prioritise tickets against client SLAs (e.g. 4-hour, NBD) and elevate to Level 2/3 or the Service Desk Lead when required.
• Coordinate field contractor dispatch across AU/NZ, including confirming site access, contact details, parts availability and scheduled times, and following up by phone to confirm attendance and job completion.
• Track advance parts replacement shipments and returns, liaising with couriers, warehouses and vendor partners.
• Update vendor and partner ticketing systems in line with their process requirements.
• Provide proactive, professional written and verbal updates throughout the ticket lifecycle.
• Monitor shared mailboxes and queues (including Remote Hands requests) so nothing is missed or left unassigned.
• Perform basic first-line troubleshooting and gather key information (serial numbers, error logs, photos, fault descriptions) before engaging engineers.
• Complete accurate shift handover notes so incoming agents have full visibility of open and at-risk tickets.
• Follow ITIL-aligned processes for incident, request and change management, and contribute to knowledge base articles.

Skills Required:

Essential

• Excellent spoken and written English, with a clear, confident and professional phone manner.
• Proven experience speaking by phone with customers, suppliers or contractors in a business or support setting.
• 1-2+ years' experience in an IT service desk, helpdesk, NOC or dispatch environment.
• Experience with Zendesk or a similar ticketing platform (ServiceNow, Freshdesk, Jira Service Management, ConnectWise, etc.).
• Working knowledge of ITSM/ITIL concepts: incidents vs. requests, priorities, SLAs and escalation paths.
• Strong attention to detail and the ability to manage multiple tickets and calls at once.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel).
• Willingness to work rotating shifts, including nights, weekends and public holidays, to cover AU/NZ time zones.

Desirable

• Advanced Zendesk skills, including views, macros, triggers, SLA policies and ticket fields.
• ITIL 4 Foundation certification.
• Experience in field service dispatch, third-party maintenance or hardware break/fix environments.
• Familiarity with enterprise hardware (servers, storage, networking, POS/retail devices).
• Previous experience supporting Australian or New Zealand clients.

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.