Onsite IT Service Desk Agent, Shifts Available

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

Benefits offered by this job

Night differential 15%

HMO coverage

13th Month Pay

Government benefits (SSS/PhilHealth)

Life insurance

Leave credits

Job summary

HCL Technologies Philippines Inc is seeking an IT Service Desk professional to manage tickets, gather essential information, and resolve inquiries on the first call. This onsite role requires clear communication and effective problem-solving with a focus on customer satisfaction.

You will join an environment that emphasizes teamwork, adherence to escalation procedures, and consistent service delivery while supporting a shift-based schedule.

Qualifications

• BPO or SDA experience is encouraged.
• Basic knowledge about software and hardware applications.
• Familiarity with computer configuration and troubleshooting.
• Good problem-solving skills.
• Excellent communication skills across phone, email, and messaging tools.
• Willingness to work in shifting schedules.
• Willingness to work 100% onsite.

Responsibilities

• Open, log, prioritize, assign, and close tickets in the IT Service Desk.
• Query users for information about the issue.
• Aim to resolve inquiries on first contact and meet SLA.
• Re-route misdirected calls as needed.
• Escalate unresolved tickets per client procedures.
• Provide users with ticket status updates.
• Reopen or create tickets for follow-up.
• Make decisions with minimal supervision.
• Demonstrate excellent interpersonal skills to collaborate with users and teams.

Skills

BPO experience

Basic software knowledge

Computer configuration

Troubleshooting

Communication skills

Shift work

On-site work

Job description

HCL Technologies Philippines Inc is seeking an IT Service Desk professional to manage tickets, gather essential information, and resolve inquiries on the first call. This onsite role requires clear communication and effective problem-solving with a focus on customer satisfaction.

You will join an environment that emphasizes teamwork, adherence to escalation procedures, and consistent service delivery while supporting a shift-based schedule.