URGENT HIRING: L1 Service Desk / Technical Support

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

Job summary

HCL Technologies Philippines Inc. invites applications for a Service Desk Agent L1 to be the first point of contact for technical assistance.

You will diagnose hardware/software/network issues, document resolutions in ServiceNow, and escalate complex problems while ensuring timely end-user support. The role requires phone support experience, technical helpdesk background, and excellent communication and documentation skills in English.

Qualifications

• Phone support experience required.
• Technical helpdesk or call center experience required.
• Fluently communicate in English to native-like standard.
• Excellent communication and documentation skills.
• Great customer handling skills and problem-solving ability.

Responsibilities

• Diagnose and resolve hardware/software/network issues via phone, email or chat.
• Route tickets to 2nd/3rd level IT support and track resolutions.
• Coordinate with vendors and support staff for issue resolution.
• Provide End User account support and setup for PC-based software.
• Document problems and resolutions in ServiceNow.
• Respond to inquiries and follow up until closure; provide Level 1 remote support.
• Escalate complex problems to appropriate specialists.
• Maintain SOP-compliant support practices.

Skills

Phone support

Technical helpdesk

Customer handling

Documentation

Communication

Problem solving

ServiceNow

Remote desktop support

Tools

ServiceNow

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 elevate 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.