Service Desk Analyst

HCL Technologies Limited; Metro Manila; On-site; PHP 280,000 - 420,000; Full time

Benefits offered by this job

Paid vacation leaves

HMO Benefit w/ FREE 3 Dependents (All

Life Insurance for Employee

Job summary

HCL Technologies Limited is seeking a Service Desk Agent L1 to be the first point of contact for customers and employees seeking technical assistance. The role involves troubleshooting IT issues and ensuring that all service requests are resolved efficiently and effectively.

You will collaborate with other IT teams to escalate complex problems, maintain high customer satisfaction, and provide level 1 remote desktop support per SOPs using ServiceNow.

Qualifications

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Able to handle unforeseen situations.
• High level of acceptance.

Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• Route Tickets to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Provide End User account support.
• Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Escalate complex problem to appropriate support specialists.
• Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.

Skills

Phone support

Helpdesk experience

Problem solving

English communication

Tools

ServiceNow

Remote desktop

Job description

The Service Desk Agent L1 is the first point of contact for customers and employees seeking technical assistance. This role involves providing support for IT-related issues, troubleshooting problems, and ensuring that all service requests are resolved efficiently and effectively. The Service Desk Agent will work closely with other IT teams to escal complex issues and ensure a high level of customer satisfaction.

Key responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• Route Tickets to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Provide End User account support.
• Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Escalate complex problem to appropriate support specialists.
• Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.

About you

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Able to handle unforeseen situations.
• High level of acceptance.

Job summary

First point of contact providing IT support, troubleshooting, and technical assistance for customers and employees.

Key selling points

• Paid vacation leaves
• HMO Benefit w/ FREE 3 Dependents (All in Day 1) & Life Insurance for Employee