URGENT HIRING: L1 SERVICE DESK

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

Benefits offered by this job

Paid time off and holidays

ABOVE Market Salary Packages

HMO Benefit w/ FREE 3 Dependents (All

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Agent L1 to be the first point of contact for users needing IT support. You will diagnose issues across hardware, software, and networks, log incidents in ServiceNow, and guide users to resolution or escalation as needed.

Ideal candidates have phone support experience, technical helpdesk background, and strong English communication with solid documentation skills to ensure high customer satisfaction.

Qualifications

• Phone support experience is essential.
• Technical helpdesk experience is required.
• Fluent English communication skills are required.
• Strong documentation and customer handling abilities.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via phone/email/chat.
• Route tickets to 2nd/3rd level IT support teams.
• Coordinate with vendors and support staff for resolutions.
• Provide end-user account support.
• Document problems and resolutions in ServiceNow.
• Respond to inquiries and escalate as needed.
• Offer level 1 remote desktop support and follow SOPs.
• Escalate complex issues to specialists.
• Assist with account setup for PC-based software products.
• Troubleshoot client software and basic network connectivity.

Skills

Phone support

Technical helpdesk

Job description

About the role

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 escalateme 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.

About you

• Phone support experience necessary.

• Technical helpdesk or technical call center experience is necessary.

• Disciplined, systematic problem-solving skills required.

• 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.

• Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA) preferred.

Benefits

• Paid time off and holidays

• ABOVE Market Salary Packages

• HMO Benefit w/ FREE 3 Dependents (All in Day 1) & Life Insurance for Employee

• SL Convertible into CASH