L1 Service Desk Agent — IT Support & Troubleshooting

HCL Technologies Philippines Inc; San Juan; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Paid time off

Above market salary packages

HMO Benefit w/ FREE 3 Dependents (All

Life Insurance for Employee

SL Convertible into CASH

Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Agent L1 to be the first point of contact for IT-related issues, providing voice, email, and chat support to End Users and employees. You will diagnose hardware/software/network problems, document solutions in ServiceNow, and escalate complex cases to higher levels.

Ideal candidates have phone support experience, strong communication, and solid documentation skills, with industry certifications preferred.

Qualifications

• Phone support experience is necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Excellent documentation skills.
• Great customer handling skill.
• Able to handle unforeseen situations.
• High level of acceptance.
• Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA) preferred.

Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• Route Tickets to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Provide End User account support.
• Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Escalate complex problem to appropriate support specialists.
• Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.

Skills

Phone support

Helpdesk experience

English proficiency

Communication skills

Documentation skills

Customer service

Problem solving

Vendor coordination

Account setup

Tools

ServiceNow

Job description

HCL Technologies Philippines Inc is seeking a Service Desk Agent L1 to be the first point of contact for IT-related issues, providing voice, email, and chat support to End Users and employees. You will diagnose hardware/software/network problems, document solutions in ServiceNow, and escalate complex cases to higher levels.

Ideal candidates have phone support experience, strong communication, and solid documentation skills, with industry certifications preferred.