Service Desk Agent

HireArchi; Metro Manila; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

13th Month Pay

HMO & Government Contribution Allowance

Personal Time Off

Job summary

A technology support firm is seeking a Service Desk Agent - Level 1 to provide remote IT support. Responsibilities include processing incidents through calls and emails, troubleshooting Windows 10 and macOS issues, and managing ticket queues. Candidates must have strong customer service skills and at least one year of help desk experience. This position offers 13th Month Pay, HMO benefits, and personal time off after a probationary period.

Qualifications

• Strong Customer Service Skills are essential.
• Experience in troubleshooting Windows 10 and macOS is preferred.
• One year of experience in a help desk role is required.

Responsibilities

• Process incidents and requests through telephone and email.
• Troubleshoot and resolve issues on the initial call.
• Monitor and manage the ticket queue effectively.

Skills

Customer Service Skills

Troubleshooting Windows 10

Troubleshooting macOS

Experience with ITSM Ticketing Systems

Knowledge of Microsoft 365

Tools

ServiceNow

Microsoft Teams

Slack

Zoom

Job description

About the job Service Desk Agent - Level 1

Work Arrangement: Fully Remote (Work From Home)

Employer: An MSP company located in Burbank, California, USA

Duties & Responsibilities:

• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and elevate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to the customer
• Basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
• Familiarity with common software installations (i.e., Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the users' issues and determine the best way to resolve these issues
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented

Technology knowledge and support experience required:

• High Proficiency in providing support and troubleshooting Windows 10 and macOS
• Microsoft 365: Active Directory, Outlook, Excel, Word
• ITSM Ticketing System: ServiceNow, Connectwise
• Collaboration Tools: Teams, Slack, or Zoom

A plus to have knowledge and support experience with:

• Microsoft 365 Admin Center
• Exchange Admin Center
• Endpoint Manager Admin Center

Requirements:

• Strong Customer Service Skills
• Thorough understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and a basic understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• One year of experience working on a help desk is required
• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)