Level 1 Service Desk Technician (Hybrid-Makati/Night Shift)

KMC Solutions; Makati; Vor Ort; PHP 180.000 - 300.000; Vollzeit

Zusammenfassung

KMC Solutions is seeking a Level 1 Service Desk Technician based in Makati to serve as the first contact for Digital Solutions support requests. You will answer the Service Desk hotline, collect complete information, create KACE tickets, and perform basic triage to ensure proper categorization and routing.

You will handle simple first-contact resolutions such as password resets and MS 365/Teams support, provide timely updates, and escalate critical incidents as needed in a fast-paced environment.

Qualifikationen

• Strong verbal and written communication skills.
• Ability to gather information and document requests accurately.
• Strong attention to detail.
• Basic knowledge of Windows operating systems, Microsoft 365 apps, and Teams.
• Ability to work in a fast-paced environment while managing multiple requests.
• 1+ years of customer service, call center, help desk, or technical support experience preferred.

Aufgaben

• Answer incoming Service Desk hotline calls in a professional and courteous manner.
• Gather complete information regarding incidents, service requests, and technology-related issues.
• Create KACE tickets for all support calls and requests with complete, accurate, and properly categorized information.
• Monitor designated support queues throughout the day and review newly submitted tickets for completeness and accuracy.
• Assign appropriate categories, priorities, and support groups to tickets.
• Route tickets to the appropriate technician or team for resolution.
• Resolve simple first-contact issues when documented procedures exist, including password resets and basic Microsoft 365 and Teams support.
• Provide timely updates to users regarding ticket status and set expectations for response and resolution times.
• Escalate emergency, business-critical, high-impact, urgent, or security-related incidents.
• Assist with reducing unassigned ticket backlog and maintaining queue health.

Kenntnisse

Customer service

Verbal communication

Information gathering

Detail oriented

Multitasking

Windows knowledge

Ausbildung

High school diploma or equivalent

CompTIA A+ certification

Tools

KACE

ServiceNow

Jira Service Management

Jobbeschreibung

About the role

The Level 1 Service Desk Technician serves as the first point of contact for all Digital Solutions support requests. The primary responsibility of this position is answering the Service Desk hotline, gathering complete and accurate information from callers, creating and updating KACE tickets, and performing basic ticket triage to ensure requests are properly categorized, prioritized, and routed. This role focuses on customer service, ticket quality, queue management, and efficient intake of support requests.

Key responsibilities

• Answer incoming Service Desk hotline calls in a professional and courteous manner


• Gather complete information regarding incidents, service requests, and technology-related issues


• Create KACE tickets for all support calls and requests with complete, accurate, and properly categorized information


• Monitor designated support queues throughout the day and review newly submitted tickets for completeness and accuracy


• Assign appropriate categories, priorities, and support groups to tickets


• Route tickets to the appropriate technician or team for resolution


• Resolve simple first-contact issues when documented procedures exist, including password resets, account unlocks, and basic Microsoft 365 and Teams support


• Provide timely updates to users regarding ticket status and set appropriate expectations for response and resolution times


• Escalate emergency, business-critical, high-impact, urgent, or security-related incidents according to established procedures


• Assist with reducing unassigned ticket backlog and maintaining queue health

About you

• High school diploma or equivalent


• Strong verbal and written communication skills


• Ability to gather information and accurately document requests


• Strong attention to detail


• Basic knowledge of Windows operating systems, Microsoft 365 applications, Microsoft Teams, and password and account management concepts


• Ability to work in a fast-paced environment while managing multiple requests


• 1+ years of customer service, call center, help desk, or technical support experience preferred


• Experience using a ticketing system such as KACE, ServiceNow, Jira Service Management, or similar preferred


• CompTIA A+ certification or equivalent experience preferred


• Previous Service Desk or Help Desk experience preferred