Service Desk Analyst

HCLTech; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

HMO Benefit w/ FREE 3 Dependents (All

Life Insurance for Employee

Job summary

HCLTech in Metro Manila is seeking a Service Desk Agent L1 to be the first point of contact for IT customers and employees. You will diagnose hardware/software/network issues and route tickets to higher levels when needed, ensuring a high level of customer satisfaction.

You will work with vendors and internal teams, document resolutions in ServiceNow, and provide basic remote support and account setup assistance. 100% onsite, with opportunities for training and career growth.

Qualifications

• Phone support experience required.
• Technical helpdesk or call center experience required.
• Disciplined, systematic problem-solving skills.
• Excellent verbal and written English communication.

Responsibilities

• Provide hardware, software and network problem diagnosis and resolution for End Users via phone, email or chat.
• Route tickets to internal 2nd and 3rd level IT support staff.
• Coordinate with vendors and support staff to resolve hardware/software/network issues.
• Provide end-user account support.
• Use ServiceNow to document problems, work requests and resolutions.
• Respond to calls and messages; assign and follow up on incidents until closure.
• Diagnose problems through discussions with End Users, logs, and research; provide level 1 remote desktop support.
• Escalate complex problems to appropriate specialists.
• Assist with account setups for PC-based software products.
• Troubleshoot client software and basic network connectivity.
• Identify, evaluate and prioritize End User problems.
• Train End Users and operators and contribute to SOPs.
• Participate in ongoing training and departmental development.

Skills

Phone support experience

Technical helpdesk experience

Problem-solving

Strong communication

Education

HDI/DCSE/A+/MCP/CNA (preferred certifications)

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 escalate 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.
• Identify, evaluate, and prioritize End User problems and complaints.
• Train End Users and operators on a limited basis and/or write training procedures.
• Participate in on-going training and departmental development.
• Participate in routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations, and diagrams.
• Provide knowledge transfer of end user compute operations.

Technical Requirements

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.

Soft Skills

• 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.
• Can drive Supplier’s value and its methodology.

Preferred Certifications

• Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA)
• Sound knowledge of service management and incident management

Working Conditions

• This role may require working in 24/7 shifts, including evenings, weekends, and holidays.
• 100% onsite

Reports To

Service Desk Manager or IT Support Manager

• Competitive salary based on experience and qualifications.
• Paid time off and holidays
• ABOVE Market Salary Packages!
• HMO Benefit w/ FREE 3 Dependents (All in Day 1) & Life Insurance for Employee