Onsite IT Service Desk Analyst - First-Line Support

HCL Technologies Philippines Inc; Philippines; On-site; PHP 268,000 - 402,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Professional development opportunities

Paid time off and holidays

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 to be the first point of contact for IT customers and employees. You will diagnose and troubleshoot IT issues, log incidents, and coordinate with higher-level support to ensure timely resolutions.

The role requires strong communication and customer service skills and will be 100% onsite in the Philippines. Working in a 24/7 environment, you will handle end-user inquiries via phone, email, and chat, maintain documentation, and

Qualifications

• Fluent English communication (verbal and written).
• Experience in phone-based support or helpdesk role is required.
• Strong customer service orientation and problem-solving skills.

Responsibilities

• Provide diagnosis and resolution of hardware/software/network issues for End Users via phone/email/chat.
• Route tickets to 2nd/3rd level IT support as needed and follow up until closure.
• Coordinate with vendors and support staff for issue resolution.
• Document problems, resolutions, and work requests in ServiceNow.

Skills

English fluency

Phone support

Customer service

Documentation

Tools

ServiceNow

Job description

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 to be the first point of contact for IT customers and employees. You will diagnose and troubleshoot IT issues, log incidents, and coordinate with higher-level support to ensure timely resolutions.

The role requires strong communication and customer service skills and will be 100% onsite in the Philippines. Working in a 24/7 environment, you will handle end-user inquiries via phone, email, and chat, maintain documentation, and