Service Desk Analyst

HCLTech; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

HCLTech in Metro Manila is seeking an L1 Service Desk specialist to provide phone-based technical support for Windows, macOS, M365, VPN, and AD. You will log and track tickets, follow SLA, and escalate when needed.

The role requires 1–3 years of relevant experience, strong communication and problem-solving, and willingness to work a 24/7 rotational shift including nights and weekends. ITIL/CompTIA certs are a plus.

Qualifications

• 1–3 years of Service Desk, Help Desk, or Technical Support experience.
• Knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, VPN, TCP/IP, and DNS.
• Experience with ticketing tools such as ServiceNow, Jira, or Zendesk.
• Strong communication, problem-solving, and customer service skills.
• Willing to work in a 24/7 rotational shift environment.

Responsibilities

• Provide L1 technical support via phone.
• Troubleshoot Windows, macOS, Microsoft 365, VPN, and Active Directory issues.
• Log, track, and manage tickets using ServiceNow, Jira, or similar ITSM tools.
• Escalate unresolved issues to appropriate support teams.
• Maintain accurate documentation and ensure SLA compliance.

Skills

Customer service

Communication

Problem solving

Ticketing experience

Willing to work 24/7 shifts

Tools

ServiceNow

Jira

Zendesk

Job description

Shift: 24/7 Rotational Shifts (including nights, weekends, and holidays)

Key Responsibilities:

• Provide L1 technical support via phone.
• Troubleshoot Windows, macOS, Microsoft 365, VPN, and Active Directory issues.
• Log, track, and manage tickets using ServiceNow, Jira, or similar ITSM tools.
• Escalate unresolved issues to appropriate support teams.
• Maintain accurate documentation and ensure SLA compliance.

Requirements:

• 1-3 years of Service Desk, Help Desk, or Technical Support experience.
• Knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, VPN, TCP/IP, and DNS.
• Experience with ticketing tools such as ServiceNow, Jira, or Zendesk.
• Strong communication, problem-solving, and customer service skills.
• Willing to work in a 24/7 rotational shift environment.

Preferred Certifications:

ITIL 4 Foundation, CompTIA A+/Network+, or Microsoft certifications.