Retail Service Desk Voice Support Specialist

HCL Technologies Philippines Inc; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Voice Analyst to be the first point of contact for users, focusing on store support, incident triage, and first contact resolution.

The role requires diagnosing and resolving issues spanning POS, network, and enterprise apps while guiding store users over voice channels. A background in IT technical support and knowledge of ServiceNow/Jira are advantageous.

Qualifications

• 2 to 3 years of experience in an IT technical support role, ideally within inbound call centre, enterprise help desk, service desk, or retail tech support.
• Experience supporting retail Supermarkets, branch operations, field users, or high-volume operational teams is highly regarded.
• Proficiency with Windows 10/11 and/or macOS in an enterprise environment.
• Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, and access checks.
• Experience supporting Microsoft 365 apps including Teams, Outlook, OneDrive and SharePoint.

Responsibilities

• Answer incoming support calls promptly with a calm, customer-focused approach.
• Actively listen to users to capture symptoms, business impact, urgency, location, device, and contact details.
• Log interactions in ITSM tools (ServiceNow, Jira) with notes, troubleshooting steps, priority, and next actions.
• Identify high-impact incidents quickly (POS outages, network issues, printers, VPN access).
• Apply priority and escalation criteria based on store impact, user count, and SLA requirements.
• Provide L1/L1.5 troubleshooting for Windows, M365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access.
• Perform Active Directory and Azure AD support (password resets, account unlocks, MFA checks).
• Troubleshoot store tech: POS terminals, printers, scanners, EFTPOS devices, docking stations, cables.
• Escalate complex issues to Tier 2/3 with complete handoff.
• Translate technical concepts into simple terms for store staff and vendor teams.

Skills

Customer-focused communication

Active listening

Troubleshooting

Incident management

Education

High school diploma or equivalent

Bachelor degree in Computer Science/Information Technology preferred

Tools

ServiceNow

Jira

Windows 10/11

Active Directory

Azure AD

Microsoft 365

Job description

HCL Technologies Philippines Inc. is seeking a Service Desk Voice Analyst to be the first point of contact for users, focusing on store support, incident triage, and first contact resolution.

The role requires diagnosing and resolving issues spanning POS, network, and enterprise apps while guiding store users over voice channels. A background in IT technical support and knowledge of ServiceNow/Jira are advantageous.