Onsite IT Help Desk Agent (L1)

HCL Technologies Philippines Inc; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Agent L1 to be the first point of contact for customers and employees seeking IT assistance. The role involves troubleshooting issues, documenting resolutions in ServiceNow, and coordinating with higher-level IT teams to resolve problems efficiently.

The position requires phone support experience and strong English communication, with to-the-point analytical and customer-service skills.

Qualifications

• Experience in technical helpdesk or call center required.
• Fluent English communication skills (spoken and written).
• Disciplined, systematic problem-solving approach.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via telephone, email, or chat for End Users.
• Route tickets to internal 2nd/3rd level IT support.
• Coordinate relationships with vendors and support staff for issue resolution.
• Provide End User account support and document resolutions in ServiceNow.
• Respond to inquiries from End Users and assign work orders to appropriate teams.
• Diagnose problems through discussion with End Users, logs, and research; provide level 1 remote desktop support.
• Escalate complex issues to appropriate specialists.
• Assist with account setups for PC-based software.
• Troubleshoot basic network connectivity issues.
• Identify and prioritize End User problems and advise on next steps.
• Train End Users and operators on basic procedures and participate in ongoing training.
• Maintain documentation including standards, configurations, and diagrams.

Skills

Phone support

Helpdesk experience

Problem solving

Tools

ServiceNow

Job description

HCL Technologies Philippines Inc is seeking a Service Desk Agent L1 to be the first point of contact for customers and employees seeking IT assistance. The role involves troubleshooting issues, documenting resolutions in ServiceNow, and coordinating with higher-level IT teams to resolve problems efficiently.

The position requires phone support experience and strong English communication, with to-the-point analytical and customer-service skills.