L2 Service Desk Analyst

HCL Technologies Philippines Inc; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading technology solutions provider in the Philippines seeks a Service Desk Agent as the primary contact for IT support. Responsibilities include troubleshooting technical issues and managing service requests. Ideal candidates should have experience in phone support and technical helpdesk roles, and be fluent in English. Competitive salary and benefits are offered, including health insurance and professional development opportunities.

Benefits

Health, dental, and vision insurance

Professional development opportunities

Paid time off and holidays

Qualifications

• Must fluently communicate in English as a native speaker.
• Experience in a technical support or call center environment required.
• Ability to handle unforeseen situations effectively.

Responsibilities

• Provide support for IT-related issues via phone/email/chat.
• Manage relationships with vendors for problem resolution.
• Document and manage service requests using ServiceNow.
• Troubleshoot software and network connectivity issues.

Skills

Phone support experience

Technical helpdesk experience

Disciplined problem-solving

Fluent English communication

Excellent documentation skills

Customer handling skills

Job description

Summary

Summary: The Service Desk Agent is the first point of contact for customers and employees seeking technical assistance. This role involves providing support for IT-related issues, troubleshooting problems, and ensuring that all service requests are resolved efficiently and effectively. The Service Desk Agent will work closely with other IT teams to escalate complex issues and ensure a high level of customer satisfaction.

Key Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• 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.
• Identify, evaluate, and prioritize End User problems and complaints.
• Train End Users and operators on a limited basis and/or write training procedures.
• Participate in on-going training and departmental development.
• Participate in routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations, and diagrams.
• Provide knowledge transfer of end user compute operations.

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.

Soft Skills

• 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.
• Can drive Supplier’s value and its methodology.

Preferred Certifications

• Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA)
• Sound knowledge of service management and incident management
• ITIL experience/certifications (e.g., ITIL v3 foundation certification)

Working Conditions

This role may require working in 24/7 shifts, including evenings, weekends, and holidays.

Reports To

Service Desk Manager or IT Support Manager

Salary

Competitive salary based on experience and qualifications.

Benefits

• Health, dental, and vision insurance
• Professional development opportunities
• Paid time off and holidays