Service Desk / Technical Support / IT Support

HCL Technologies Philippines Inc; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Agent L1 to be the first point of contact for customers and employees seeking IT assistance. The role involves troubleshooting issues, documenting resolutions in ServiceNow, and coordinating with higher-level IT teams to resolve problems efficiently.

The position requires phone support experience and strong English communication, with to-the-point analytical and customer-service skills.

Qualifications

• Experience in technical helpdesk or call center required.
• Fluent English communication skills (spoken and written).
• Disciplined, systematic problem-solving approach.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via telephone, email, or chat for End Users.
• Route tickets to internal 2nd/3rd level IT support.
• Coordinate relationships with vendors and support staff for issue resolution.
• Provide End User account support and document resolutions in ServiceNow.
• Respond to inquiries from End Users and assign work orders to appropriate teams.
• Diagnose problems through discussion with End Users, logs, and research; provide level 1 remote desktop support.
• Escalate complex issues to appropriate specialists.
• Assist with account setups for PC-based software.
• Troubleshoot basic network connectivity issues.
• Identify and prioritize End User problems and advise on next steps.
• Train End Users and operators on basic procedures and participate in ongoing training.
• Maintain documentation including standards, configurations, and diagrams.

Skills

Phone support

Helpdesk experience

Problem solving

Tools

ServiceNow

Job description

Summary:

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

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).
• Excellent documentation skills.
• Great customer handling skill.
• 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
• ITIL experience/certifications (e.g., ITIL v3 foundation certification)

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