Remote IT Helpdesk Analyst (L1) – Fast Resolutions

HCL Technologies Limited; Taguig; Remote; PHP 180,000 - 240,000; Full time

Job summary

HCL Technologies Limited is seeking a Level 1 remote desktop support specialist in the Philippines to troubleshoot tickets and provide frontline IT help across hardware, software, and network issues via phone, email or chat.

You will ensure adherence to SLA and quality standards while driving First Call Resolution and strong CSAT. The role emphasizes knowledge base updates and ongoing self-development to improve support quality.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets and diagnose hardware, software, and network issues via phone, email, or chat.
• Adhere to quality standards (voice/accent, Tech Monitoring), regulatory requirements and company policies.
• Ensure First Call Resolution and maintain high CSAT with minimal average handling time.
• Maintain high login efficiency (Availability) for customers.
• Update worklogs and follow shift/escalation processes to elevate complex problems to higher-level IT support as needed.
• Engage in knowledge base updates and self-development.

Job description

HCL Technologies Limited is seeking a Level 1 remote desktop support specialist in the Philippines to troubleshoot tickets and provide frontline IT help across hardware, software, and network issues via phone, email or chat.

You will ensure adherence to SLA and quality standards while driving First Call Resolution and strong CSAT. The role emphasizes knowledge base updates and ongoing self-development to improve support quality.