Onsite IT Service Desk Agent – 1st Contact Resolution

HCL Technologies Philippines Inc; San Juan; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Night differential 15%

HMO Day 1 – up to ₱150,000 coverage (+

3 dependents free)

13th Month Pay (pro-rated)

Government benefits (SSS, Pag-ibig, Ph

PhilHealth)

Life insurance (employee only)

Leave credits

Job summary

HCL Technologies Philippines Inc is seeking a qualified IT Service Desk professional to join our team in the Philippines. The role involves logging, prioritizing, and resolving service desk tickets, while ensuring timely communication with users and adherence to defined SLAs.

Candidate should have BPO or SDA experience, basic software/hardware knowledge, and strong problem solving and communication skills. The position requires working in shifts and 100% onsite, with training provided to onboard

Qualifications

• Experience in BPO or SDA environments is highly encouraged.
• Basic knowledge of software and hardware applications.
• Familiarity with computer configuration and troubleshooting.
• Strong problem solving abilities and analytical thinking.
• Excellent communication skills across phone, email, and chat platforms.

Responsibilities

• Open, log, prioritize, and close IT Service Desk tickets.
• Query users to gather relevant information for issues.
• Resolve inquiries on first contact where possible to meet SLAs.
• Re-route misdirected calls and escalate unresolved tickets per procedures.
• Provide timely status updates on tickets to users.
• Create follow-up tickets if issues are not resolved to user satisfaction.
• Make sound decisions and work with minimal supervision.
• Demonstrate excellent interpersonal skills to collaborate with users and teams.

Skills

BPO experience

SDA experience

Basic software knowledge

Troubleshooting

Communication skills

Job description

HCL Technologies Philippines Inc is seeking a qualified IT Service Desk professional to join our team in the Philippines. The role involves logging, prioritizing, and resolving service desk tickets, while ensuring timely communication with users and adherence to defined SLAs.

Candidate should have BPO or SDA experience, basic software/hardware knowledge, and strong problem solving and communication skills. The position requires working in shifts and 100% onsite, with training provided to onboard