Service Desk Voice Analyst

HCL Technologies Philippines Inc; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Voice Analyst to be the first point of contact for users, focusing on store support, incident triage, and first contact resolution.

The role requires diagnosing and resolving issues spanning POS, network, and enterprise apps while guiding store users over voice channels. A background in IT technical support and knowledge of ServiceNow/Jira are advantageous.

Qualifications

• 2 to 3 years of experience in an IT technical support role, ideally within inbound call centre, enterprise help desk, service desk, or retail tech support.
• Experience supporting retail Supermarkets, branch operations, field users, or high-volume operational teams is highly regarded.
• Proficiency with Windows 10/11 and/or macOS in an enterprise environment.
• Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, and access checks.
• Experience supporting Microsoft 365 apps including Teams, Outlook, OneDrive and SharePoint.

Responsibilities

• Answer incoming support calls promptly with a calm, customer-focused approach.
• Actively listen to users to capture symptoms, business impact, urgency, location, device, and contact details.
• Log interactions in ITSM tools (ServiceNow, Jira) with notes, troubleshooting steps, priority, and next actions.
• Identify high-impact incidents quickly (POS outages, network issues, printers, VPN access).
• Apply priority and escalation criteria based on store impact, user count, and SLA requirements.
• Provide L1/L1.5 troubleshooting for Windows, M365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access.
• Perform Active Directory and Azure AD support (password resets, account unlocks, MFA checks).
• Troubleshoot store tech: POS terminals, printers, scanners, EFTPOS devices, docking stations, cables.
• Escalate complex issues to Tier 2/3 with complete handoff.
• Translate technical concepts into simple terms for store staff and vendor teams.

Skills

Customer-focused communication

Active listening

Troubleshooting

Incident management

Education

High school diploma or equivalent

Bachelor degree in Computer Science/Information Technology preferred

Tools

ServiceNow

Jira

Windows 10/11

Active Directory

Azure AD

Microsoft 365

Job description

About the role

The Service Desk Voice Analyst acts as the first point of contact for users calling the Service Desk, with a strong focus on retail store support, incident triage, L1.5 troubleshooting, call quality, and first contact resolution. The analyst will support store team members, distribution centres, corporate users, and third-party support groups by diagnosing and resolving technology issues that can impact store trading, customer experience, and day-to-day retail operations. This position requires a practical understanding of store operations, priority handling for trading-impacting incidents, and the ability to guide store users through POS, peripherals, access, network, and application issues over voice channels.

Key responsibilities

• Answer incoming support calls promptly and professionally, maintaining a calm, helpful, and customer-focused approach




• Actively listen to users to accurately capture symptoms, business impact, urgency, affected location, affected device, and user contact details




• Log all interactions accurately in the ITSM tool, such as ServiceNow or Jira, including call notes, troubleshooting performed, categorisation, priority, assignment group, and next actions




• Identify high-impact retail incidents quickly, including store trading issues, POS outages, payment device issues, store network impact, printer/scanner failures, VPN/connectivity issues, and access problems




• Apply priority and escalation criteria based on store impact, number of users affected, business criticality, and SLA requirements




• Provide L1 and L1.5 troubleshooting for Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access, and enterprise applications




• Perform Active Directory and Azure AD support activities such as password reset, account unlock, group membership validation, MFA checks, and user access verification




• Troubleshoot store technology issues including POS terminals, handheld devices, printers, scanners, registers, EFTPOS/payment peripherals, docking stations, monitors, and basic cabling/connectivity checks




• Escalate complex or unresolved issues to Tier 2/3, engineering, field services, application support, network, endpoint, or specialised resolver teams with a complete warm handoff




• Translate technical concepts into simple, easy-to-understand language for non-technical users across Supermarkets, distribution centres, support offices, and vendor teams

About you

• High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or a related field preferred




• 2 to 3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services environment




• Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded




• Proficiency with Windows 10/11 and/or macOS support in an enterprise environment




• Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, access checks, and basic group membership support




• Experience supporting Microsoft 365 applications including Teams, Outlook, OneDrive and SharePoint




• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, and store network troubleshooting




• Experience using enterprise ITSM or ticketing tools such as ServiceNow, Jira, or similar platforms




• Understanding of retail technology components such as POS, EFTPOS/payment devices, receipt printers, scanners, handhelds, back-office PCs, and store peripherals is preferred




• Ability to follow SOPs, knowledge articles, runbooks, troubleshooting scripts, and call handling procedures accurately