Service Desk Analyst I

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an IT Service Desk Agent to provide level 1 support for end users in the Philippines. You will handle calls, chats, and emails, diagnose basic issues, and document outcomes for escalation to the application support team.

Ideal candidates have 1+ years in IT service desk or IT support, strong English communication, and familiarity with Windows 10, Office 365, AD, VPN, Citrix, and MDM. ITIL training is a plus; occasional night/weekend shifts may apply.

Qualifications

• 1+ years of IT Service Desk or IT Support experience.
• Proficient in English to support clients.
• Knowledge of Windows 10, Office 365, AD and VPN.
• Familiar with Citrix and Mobile Device Management is a plus.
• ITIL training or certifications preferred.

Responsibilities

• Provide level 1 IT support via calls, chats, and emails.
• Act as first point of contact for end users seeking IT help.
• Diagnose basic IT issues and document them for escalation.
• Perform remote troubleshooting and user guidance.
• Document investigations and resolutions in ticketing system.
• Escalate unresolved issues to next level IT personnel.
• Maintain knowledge of help desk procedures and services.
• Adhere to HIPAA and client notification expectations.
• Participate in team meetings and ad hoc projects.

Skills

Customer service

IT support

Windows 10

Office 365

AD

VPN

Citrix

Mobile Device Management

Education

Bachelor's degree not required

Tools

Ticketing System

Remote support tools

Job description

Make a difference. Be happy. Grow your career.

The IT Service Desk Agent provides level 1 support to organizations by answering calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities

• Providing a high level of professionalism and customer service
• Serving as first point of contact for end users seeking IT assistance
• Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management
• Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs
• Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions
• Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Walk end user through IT problem solving or workflow process
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Identifying and escape high-priority IT issues appropriately
• Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Directing unresolved issues to the next level IT personnel
• Maintaining and expanding knowledge of help desk procedures and services
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills And Experience

• Excellent customer service and communication skills, written and verbal
• 1+ years of IT Service Desk or IT Support experience required
• General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management
• ITIL training and/or experience desired
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
• Proficient in English to support our clients needs. Spanish is a plus
• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills
• Ability to apply problem solving skills across repetitive tasks
• Ability to work nights and weekends, depending on assigned shift
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic's maxims

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.