665 Help Desk Agent jobs in the Philippines

Description:
- Responsible for providing the first line of telephone, chat, e-mail, self-service/web portal help desk support of hardware, systems, sub-systems and/or applications and infrastructure for users. br>- Answers simple to complex questions about installation, operation, configuration, customization and usage of assigned products.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to a higher level within an organization.

Qualifications:
- Completed at least 1st Year in College
- Must have at least 18 months Service Desk Experience.
- Working knowledge on Software and Application issues.
- Experience on Ticket Analysis and understanding issue trends.
- Excellent interpersonal, communication and analytical skills.
- Ability to multitask in a fast paced environment and must be willing to work on shifting schedules

**“Choose to make a difference”**

Stolt
- Nielsen plays an essential part in the global supply chain where our people make the real difference
- Get the products to where and when it's needed.”

Be part of what you dream of.

Be our next **Service Desk Analyst.**

**Your expertise is valuable to us**:
**What you will be doing**:

- **Incident Management**: Recording and managing the life-cycle of all Incidents that affect the service provided Stolt users, allocating Incidents that cannot be resolved by the Service Desk to second, third line support teams or third party vendor’s coordinating the response of these resources. They are also expected to categorize and evaluate impact and urgency in aid of the major incident process. The function also includes SSAS (ship piracy) and Ship emergency alert system processes.
- **Service Management System**: Managing the service management system, maintaining the standing and dynamic data, ensuring service levels, customer and user information, services, support resources, etc. are maintained.
- **Problem Management**: Identifying problems that need to be referred to Problem Management, contributing to the resolution of Problems where appropriate.
- **Knowledge Management**:Ensures that work related instructions are documented; and that tech user manual, policies and procedures are updated. Providing inputs to Service Desk management on potential content for end user related support material, newsletters and website content. They will also answer end user’s how to questions with regards to new roll outs or adoption of new technologies.
- **Event Management**:monitoring of infrastructure alerts (server/network/interface) including security alerts; allocating the incidents to L2 teams after validation and determination of alert will trigger the major incident process.
- **Vendor Operations Management**:Liaise with vendors to ensure resolution and delivery of their services and that they are meeting the agreed SLA. Promptly do proper vendor coordination and functional escalation. This applies to both shore/ship vendors of Service Delivery.
- **Security Operations**:Handling of data breach or privacy related incidents in compliance to GDPR, spam/phishing support for end users and initial point of contact for the security major incident management process.

**What you will bring along**:

- At least 1-3 year’s working experience in IT support, preferably in an end-user facing environment.
- Good knowledge in Windows 10, MS365 (especially MS Outlook, Teams and SharePoint), Active Directory, Citrix, iPhone and Android phone (functional), printing, with basic (Cisco) network and security skills.
- ITIL(v3) certification is desired.
- With background in Infrastructure and Application support.
- Ability to solve computer related issues including software issues using remote control tools.
- Ability to support and setup computer components.
- Knowledgeable in anti-virus software monitoring, support and deployments.
- Experience in using ITIL processes and procedures.
- Experience in using ServiceNow is a plus.
- Must have very good communication skills written and verbal with the ability to communicate with users in a non-technical manner.
- Willing to work on shifting schedule including night shift and weekends.

**What we do to take care of our people**:

- We offer competitive salary package
- **13th month **pay-out is every May and November so you can use it better the way you see fit
- We offer **20% Night Differential Pay **.
- We are proud that our **HMO comprehensive benefits **are above the market which you can avail on Day 1 and we do not stop here, we think of your family as well which means that we provide coverage up to four (4) of your qualified dependents upon regularization.
- We got you an annual **Medicine Subsidy **for you and your dependents. **We want you to stay healthy.**:

- We offer **Paid Maternity Leave **which you may avail of apart from SSS benefits. **You deserve a break. **We got you **Maternity & Paternity Allowances **too.
- We also have annual **Clothing Allowance **which you may use to support your office wardrobe needs. **We want to spoil you a bit.**:

- A **Retirement Benefit **package which you can avail when you reach the age of 50. **In case you want to enjoy the rest of the world sooner.**:

- We also offer **Rice Subsidy and Laundry Subsidy **.
- Enjoy your 15 days of **Sick Leave **which can even go up to 17.5 days and 15 days of **Vacation Leave **and can be up to 20 days.
- **Birthday Cake **on your special day. **We can’t miss your big day.**:

- **Christmas goodies **and **Christmas gift certificates **every December **to let you enjoy the holidays even better.**:

- **Group Life Insurance, Accident & Dismemberment, Short term disability & Business travel insurance.**:

- **Funeral Aid & Bereavement Leave **entitlement.
- **Company Loan **which you can avail in case of emergency & a multi-purpose loan tie-up with an

Schedule: Shifting/Graveyard
Work Setup: Onsite br>Salary: 29k - 33k

Must have:
-At least 18 months BPO experience (12+ months in IT Helpdesk/Service Desk)
-Strong problem-solving skills
-Great communication skills
-Completed at least 1st year of college

Positio: IT Service Desk
Salary: 26,000-30,000 br>Locaation: Quezon City
Schedule: Shifting
Work Set-up: Onsite

Benefits:
HMO on the first day with free dependents
Merit increase
Sick Leaves
Vacation Leaves
Other Allowances
Government Mandated Benefits
Performance Bonus
13th month pay
Free trainings and seminar
Other benefits will be discussed during the job offer discussion

Nityo Infotech Services is currently looking for 2 Service Desk for Direct Position!
br> L1 Service Desk

• Salary: 20,000php to 28,000php < r>• ocation: Bagumbayan, Quezon City < r>• W rk Setup: Onsite Reporting < r>• S hedule: Day shift, Monday to Friday < r>
Qualifications:

• 1 to 2 years relevant experience. < r>• S rong knowledge in most common hardware and software systems used in the IT industry < r>• H s an Analytical and thorough knowledge on network administration and troubleshooting < r>• B chelor’s Degree in any IT related course, i.e., Engineering, Computer Science, IT
Job Description

• The Service Desk manages the IT support system and handles the first line troubleshooting of concerns raised by the different business units. < r>• T e Service Desk are shared between the Business Systems and the Technical services group and will be reporting to both team managers.

We're Hiring!
br>-At least 18 months BPO experience with 12 months of experience in a Service Desk, IT helpdesk or Technical Support role - Under BPO or IT Shared Services
-Strong problem-solving and analytical skills to quickly identify and resolve issues
-Excellent communication and customer service skills to effectively interact with end-users
-Working knowledge of common desktop applications, operating systems, and hardware
-Ability to multitask and prioritize tasks in a fast-paced environment
-Enthusiasm for continuous learning and adaptability to new technologies

Work setup: Full Onsite
Schedule: Shifting
Location: BGC, Taguig and Alabang, Muntinlupa

- At least 2 years of experience in a Service Desk, Help Desk, or IT Support role.
- Strong understanding of ITIL principles and incident management processes. br>-Proficient in troubleshooting hardware, software, network, and printer issues remotely or on-site.
- Hands-on experience with:
Ticketing systems (e.g., ServiceNow, JIRA, Zendesk)
Active Directory (password resets, account unlocks)
Remote support tools (e.g., TeamViewer, AnyDesk, RDP)
Windows OS, basic macOS knowledge is a plus
- Solid knowledge of Microsoft 365/Office applications (Outlook, Word, Excel, Teams)
- Ability to prioritize and resolve Level 1 and Level 2 technical support requests in a timely manner.
- Strong communication and customer service skills, able to support users in a professional and courteous manner.
- Willingness to work in shifts, including weekends or holidays if required.
- Experience in documenting solutions, escalating unresolved issues, and contributing to a knowledge base.
- Ability to work both independently and as part of a team in a fast-paced support environment.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start **Caring. Connecting. Growing together.**
**Primary Responsibilities:**
+ Provides leadership and guidance to the Service Desk members
+ Directs teams to resolve business problems that affect multiple functions or disciplines
+ Accountable for the performance review and direction of the immediate members through multiple layers of management
+ Accountable for service or process decisions that are most likely to impact on multiple functions and/or customer accounts (internal or external)
+ Develop or oversee or deliver operational or technical training for the team
+ Determine headcount or capacity by client portfolio, i.e., new client additional headcount, client attrition results in headcount reduction
+ Works on operational tasks regularly (daily, weekly or monthly) and measures its outputs through defined metrics
+ Develops and executes strategies for Service Desk Operations
+ Provides output that has a solid and direct influence on the revenue of the business as well as team performance
+ Prepares executive level presentation, case studies, root cause analysis
+ Collaborate and set regular cadence with onshore or offshore counterparts, stakeholders on tools, applications or process improvements
+ Create a plan to reduce high call volume drivers, initiate shift-left opportunities
+ Collaborate with other Service Desk Managers to align operational principles, and standard operating procedures
+ Conducts regular performance review or evaluation
+ Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
**Required Qualifications:**
+ Six Sigma trained or certified
+ ITIL 4 trained or certified
+ 8+ years of experience in handling a voice/call-center setup environment as a Lead or Sr. Lead with minimum of 50+ FTE
+ 5+ years of experience in data analytics and calculating tools
+ 5+ years of experience in creative visual presentation
+ 5+ years of Intensive understanding of business SLAs and KPIs in a Service Desk operation
+ Proven solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
+ Amenable to report onsite
**Preferred Qualification:**
+ Healthcare background
_At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission._
_Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved._

**Position Snapshot**
Location: Rockwell, Makati, PH / Meycauayan, Bulacan, PH
Company: Nestlé Business Services AOA, Inc.
Full-time
**A day in a life.**
As a Service Desk Analyst, you will serve as the primary point of contact for IT support, providing assistance and guidance to end-users. You will be responsible for troubleshooting issues, managing incidents, and ensuring timely resolution of service requests. Your expertise will contribute to maintaining high levels of user satisfaction and operational efficiency.
+ **User Support:** Provide first-level support via phone, chat, email, and other communication channels. Log and route incidents and service requests effectively.
+ **Incident Management:** Troubleshoot and resolve issues related to software and hardware, including Office 365, Windows, and remote access solutions.
+ **Customer Communication:** Keep users informed about the status of their incidents and service requests, ensuring clear and timely communication.
+ **Knowledge Management:** Contribute to the development and maintenance of knowledge base articles and self-service resources.
+ **Collaboration:** Work closely with other IT teams to escalate and resolve high-priority incidents and ensure seamless service delivery.
+ **Performance Monitoring:** Track and report on key performance indicators (KPIs) related to service desk operations and user satisfaction.
+ **Continuous Improvement:** Identify opportunities for process improvements and contribute to initiatives aimed at enhancing service delivery.
**Requirements**
+ **Education:** Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
+ **Experience:** Minimum of 2-3 years of experience in IT support or service desk roles.
+ **Technical Skills:** Proficiency in Microsoft Office Suite, Windows operating systems, and familiarity with IT service management tools (e.g., ServiceNow).
+ **Communication Skills:** Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to non-technical users.
+ **Problem-Solving:** Strong analytical and problem-solving skills, with a customer-oriented mindset.
+ **Flexibility:** Willingness to work on shifting schedules, including evenings and weekends as needed.