Service Desk Agent

Level: Junior / Entry
Work Schedule: 24/7 Shifting
Work Setup: Hybrid

• First 6 months onsite
• Hybrid available afterward (based on project demands and performance)
• Must have reliable internet speed

Location: Taguig or Cebu

Role Purpose: 

To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations. 

Key Responsibilities: 

• Incident Management:  
  • Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity. 
  • Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates. 
  • Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution. 
  • Follow established incident management processes and procedures to ensure consistent and effective service delivery. 
• Problem Management:  
  • Identify and document recurring incidents to identify underlying problems. 
  • Contribute to the problem management process by providing information and insights to facilitate root cause analysis. 
• Service Request Fulfillment:  
  • Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification. 
  • Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs). 
• Communication and Customer Service:  
  • Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels. 
  • Actively listen to users, understand their needs, and provide appropriate solutions or guidance. 
  • Maintain a positive and empathetic approach, even in challenging situations. 
  • Keep users informed of the status of their incidents and requests. 
• Knowledge Management:  
  • Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates. 
  • Stay up-to-date with relevant technical knowledge and best practices. 
• Teamwork and Collaboration:  
  • Collaborate effectively with other team members and support teams to ensure seamless service delivery. 
  • Share knowledge and expertise with colleagues to improve overall team performance. 
• Performance Monitoring and Reporting:  
  • Monitor personal performance against key metrics and SLAs. 
  • Contribute to regular reporting and analysis of service desk performance. 
• Perform other task in relation to the role as assigned by one’s superior or by the organization. 

Qualifications: 

Required: 

• At least 6 months of experience in technical and helpdesk support gained from ICT, BPO/Call Center, or Shared Services environments. 
• High School Diploma or equivalent. 
• Hands-on experience with:  
  • ServiceNow (SNOW)
  • Active Directory 
  • Microsoft Windows Operating Systems 
  • Microsoft Exchange 
  • Basic Networking (TCP/IP, DNS, DHCP) 
• Familiarity with ITIL framework (preferably v3 or v4). 
• Experience with remote support tools and diagnostic utilities. 
• Strong problem-solving and troubleshooting skills. 
• Excellent communication and interpersonal skills, both written and verbal. 
• Ability to work full onsite and on hybrid model 
• Legal working status 

Preferred: 

• ITIL Foundation certification. 
• Experience with other service management system (e.g., Jira Service Management , etc).
• Retail account or work experience is a plus