Service Desk L1 (IT Support)

TL;DR

Service Desk L1 (IT Support): Providing first-line technical support for clients to resolve hardware, software, and network issues with an accent on professional customer service and efficient ticket management. Focus on troubleshooting application issues using SOPs and collaborating with higher-level analysts to ensure rapid resolution.

Location: Remote (Philippines)

Company

A global provider of technology solutions and services with over 40 years of experience in the IT industry.

What you will do

• Provide professional first-line technical support for clients via calls, emails, web forms, and chat.
• Log and document all client contacts and technical issues in the appropriate ticketing tool.
• Troubleshoot and resolve hardware, software, and network issues following standard operating procedures.
• Escalate urgent problems to Level II Analysts, Team Leads, or Service Desk Managers.
• Route unresolved tickets to the correct assignment or resolver groups.
• Collaborate with team members to resolve and document unfamiliar technical issues.

Requirements

• Associate’s degree in IT or 2 years of equivalent experience in a technology-related field.
• Proven experience in customer service with strong verbal and written communication skills.
• Proficiency in all currently supported Microsoft Operating Systems.
• Experience with messaging systems such as Microsoft Outlook and Lotus Notes.
• Ability to handle up to 50 client calls daily in a fast-paced environment.
• Must have access to a personal computing device, high-speed internet, and a private telephone service.

Culture & Benefits

• Fully work-from-home (remote) role.
• Flexible working hours with occasional evening and weekend shifts.
• Inclusive and diverse work environment committed to equal opportunity.
• Opportunity to be part of a strategic global delivery network.