Senior Help Desk Lead — ITIL Pro, On-Call & Process Improvements

HCL Technologies Limited; Taguig; On-site; PHP 320,000 - 540,000; Full time

Benefits offered by this job

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Job summary

HCL Technologies Limited in Metro Manila is seeking an experienced Help Desk Lead to act as a technical liaison between the help desk and IM support groups. You will maintain skills continuity and drive continuous service improvements for the desk.

The role requires hands-on phone support experience, strong problem-solving, and the ability to coordinate with multiple teams. Flexibility to cover shifts and support day-to-day operations is essential.

Qualifications

• 2 years total experience in Help Desk, Information Management, or Customer Service delivery field.
• 1-2 years of Shift Lead experience.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience necessary.
• Disciplined, systematic problem-solving skills required.
• Excellent communication and conversation skills (verbal and written).
• Good working knowledge of MS Office (including MS Project and Visio).
• Strong customer handling skills and ability to handle unforeseen situations.
• Ability to learn new information quickly and work as a cross-functional team player.

Responsibilities

• Provide telephone support to customer end users and Problem Management System support activities.
• Work with Application and Infrastructure Development teams to ensure smooth transition of new hardware and software into support by the help desk.
• Maintain skills inventory of help desk analysts and coordinators by evaluating technical skills.
• Act as liaison between help desk and other groups on technical issues and outages.
• Update and organize help desk documentation, scripts, processes, and escalation lists.
• Audit and monitor help desk analyst calls and provide technical feedback.
• Develop processes to streamline daily help desk functioning and ticket handling.
• Collaborate with the help desk manager on action items and performance metrics.
• Provide hardware, software, and network problem diagnosis and resolution via phone.
• Manage small help desk projects and back up the help desk manager as needed.

Skills

Help desk leadership

Phone support

Technical troubleshooting

Communication

MS Office

Team coordination

Education

Tools

MS Project

Visio

Job description

HCL Technologies Limited in Metro Manila is seeking an experienced Help Desk Lead to act as a technical liaison between the help desk and IM support groups. You will maintain skills continuity and drive continuous service improvements for the desk.

The role requires hands-on phone support experience, strong problem-solving, and the ability to coordinate with multiple teams. Flexibility to cover shifts and support day-to-day operations is essential.