2,029 Help Desk Agent jobs in the Philippines

Pay: ₱30, ₱50,000.00 per month

Job description:

Job description

• Bachelors degree in IT, CS, or any Computer related courses only
• 3 years of experience as Technical / Helpdesk /
• 3 years of experience in CITRIX/ CLOUD
• Experience in handling Infrastructure (network & servers) and Application (system, application and cloud) issues
• Follow ITIL Practices (Incident & Problem Management and Change management)
• Uses ticketing system (Jira, ServiceNow, Zendesk, etc.)
• Bonus: Production Environment experience
• Bonus: Experience in Observability and Monitoring Tools: Dynatrace, AppDynamics, New Relic, Splunk
• Bonus: Knowledgeable in Agile / Scrum

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Experience:

• Service Desk: 3 years (Preferred)

Work Location: In person

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization's and client's SOPs thereby ensuring customer satisfaction

• Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

• Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.

• Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization's and client's SOPs thereby ensuring customer satisfaction

• Performs research or due diligence to resolve issues, educate clients, and promote client's products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.

• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation

• Adhere to program specific processes, policies & procedures

• Perform assigned tasks and ad-hocs based on business need

Requirements:

• Graduate of any degree, undergrads are also encouraged to apply with compensatory BPO experience

• Excellent communication skills and must be fluent in speaking, writing & reading English

• With at least 12 months IT Service Desk Experience, preferably from any BPO Orgs or Shared Services

• Must have international voice support exposure from any Service Desk experience

• Working knowledge of MS Office products and background for any ticketing tools

• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.

• With experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite

• Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)

• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions

• Intermediate knowledge of Network collaborations & VPN T/S

• Basic networking knowledge on PBX Administration Avaya or similar Anti-Virus & IT Security best practices implementation & administration

• Process compliance Knowledge of the ITIL Framework is an advantage but not required

• Knowledge of McAfee products

• With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages

• With no issues and concerns working on night shifts, shifting schedules and split offs as necessary, working on holidays and weekends

• Good attention to details and strong problem-solving skills

• Customer-focused, solution oriented and KPI-driven

• Teachable behavior and good business etiquette

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at CLARK Recruitment Hub, BPO Tech Hub 2, Ground floor, SM Clark Angeles Pampanga (across SMX Convention)

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age,race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines

• Customer Interaction: Engage with customers through digital communication to understand and address their technical issues, maintaining a customer-centric approach.

• Problem Solving: Follow the structured troubleshooting methodology, which includes problem identification, knowledge search, cause determination, solution identification, solution provision, and closure.

• Case Management: Efficiently manage customer cases from initiation to resolution, ensuring clear documentation and communication.

• Knowledge Sharing: Contribute to the knowledge base by documenting solutions and sharing insights with peers to enhance the collective expertise.

• Continuous Learning: Commit to ongoing learning and development to maintain and grow technical expertise, product knowledge, and support skills.

• Collaboration: Work closely with team members and other departments.

We have the below requirement:

Position: Service Desk

Mode: Full time contract

Experience: 3+ Yrs

Shift Hours : 5:30 AM to 3:30 PM IST ( might fluctuate as per DST or lunar holidays in some cases ) = 8:00 AM – 6:00 PM PHT (Philippine time)

Support does not have to be rotational and is fixed to the timing mentioned above

No Weekend support as of now

As of now no location has been finalized it will WFH / remote work

Three to four (3-4) years' experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

Basic understanding of PC hardware set-up and configuration.

Skilled in desk side support and PC break/fix including basic administration of Windows O/S and MAC OS.

Basic knowledge of Active Directory, Messaging, User Profile Administration including Remote Troubleshooting, Installation and Uninstallation of applications etc. is a must.

Should have worked as a Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups.

Knowledge of Microsoft based operating systems with emphasis on Windows X (i.e. Win10, Win7)

Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, MFD, Mobile & Tablets)

Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

Good written and oral communications skills with clients and management as well as people skills.

Ability to work with deadlines and complete tasks on-time.

MCP and ITIL certification would be desirable but not mandatory

Knowledge and experience of ticketing tools ( ServiceNow / Remedy etc.),

Non-Technical

· Good Customer management skill,

· Good in oral and written communication

· Able to interact and work with customer at different levels.

· Self- Driven and result oriented.

· Really passionate about the work

· Local language knowledge is preferred

· Fluent in Mandarin/ Korean/ Japanese ( Language Skills )

· Studied/Worked in South Korea is plus.

· Be good at Read & Write in English.

Job Description:

We are looking for a Service Desk Analyst with at least 6 months of relevant experience to provide first-level technical support to end-users. The ideal candidate is knowledgeable in ServiceNow and a graduate of any computer-related course.

Responsibilities:

• Provide first-level support for hardware, software, and network-related issues via phone, email, chat, or ticketing system (ServiceNow).
• Log, track, and manage incidents and service requests in ServiceNow, ensuring timely resolution and proper escalation when needed.
• Troubleshoot and resolve issues related to desktops, laptops, printers, operating systems, and applications.
• Assist with user account management (password resets, access requests, etc.).
• Ensure excellent customer service by responding to queries in a professional and efficient manner.
• Document solutions, create knowledge base articles, and contribute to continuous process improvement.
• Collaborate with IT teams to ensure smooth resolution of escalated issues.

Qualifications:

• Graduate of any Computer-related course (IT, Computer Science, Computer Engineering, etc.).
• At least 6 months of experience in a Service Desk or Technical Support role.
• Hands-on experience using ServiceNow or any similar ITSM/ticketing tool.
• Basic knowledge of Windows OS, MS Office applications, and networking fundamentals.
• Strong problem-solving skills and customer-oriented mindset.
• Excellent communication and interpersonal skills.
• Can start ASAP.

Job Type: Full-time

Pay: Php19, Php21,000.00 per month

Benefits:

• Paid training

Application Question(s):

• What is your expected salary for this role?
• Do you have experience using Service Now (SNOW) as ticketing tool?

Work Location: In person

Duties and Responsibilities:

• Serves as the single point of contact for customers from other departments (warehouse, Food Service & DC) seeking technical assistance over the phone, email and Viber.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions and determine the best possible solution based on issue and details provided by customer.
• Walk the customer through problem-solving process.
• Direct unresolved issues to second level internal support group or person.
• Route / escalate helpdesk cases to third party support (GHL, Diebold, etc.).
• Manually log incident through Computer and System-related Incident Report and monitoring sheet.
• Document troubleshooting procedures for reference.
• Provide first level support for POS, Domain, File server, Email, Network, JDA, BI (ARC), Oracle, all in-house applications, Software, and all IT equipment.
• Provide 24/7 support for POS Auto EOD/SOD.
• Responsible for Identity & Account management in all systems. (POS, NAV, S&R Shopping, S&R Pizza, OMS, MRM, EGC, EFT, MMS. Oracle, STS, XPRESS and among others)
• Responsible in eSAPR request for new & modified user account request fulfillment.

Job Requirements:

• Graduate of Bachelor's Degree in Information Technology and any related courses
• Have experience in the same related role.
• Must be willing to be assigned in BGC and do fieldwork.

Qualifications:

• Minimum of 1 year service desk experience
• Must have a strong background in ServiceNow (SNOW) & Active Directory (AD)
• VPN, CITRIX, HARDWARE, SOFTWARE, MICROSOFT OUTLOOK

Education:

• HS grad (Old Curriculum)
• SHS GRAD
• 2 yrs Assoc Grad
• College Grad (As long as they can provide diploma)

Job Types: Full-time, Permanent

Pay: Php26, Php33,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• On-site parking
• Paid training
• Pay raise
• Promotion to permanent employee

Application Question(s):

• This is Located at Eton, Centris. Fully onsite and shifting schedule. Are you okay with work set up?
• Can you start ASAP?
• Do you a complete requirements? (Gov Mandated, Diploma, COE and Last Payslip)

Experience:

• service desk / help desk: 1 year (Required)

Work Location: In person

• Own & manage the Ticketing system for specific accounts. (ServiceNow)
• Create, update & assign tickets to engineers promptly.
• Create & provide ticket for standby activation, out of office hours.
• Arrange appointment with Clients/Customer for ticket raised.
• Coordinate resource request & assign resource accordingly.
• Own & Update resource task shared calendar for all resource request.
• Update engineer deployment to track Field Engineer's location.
• Updating timesheet for Field Service Team.
• Escalating tickets that fall outside of acceptable service delivery parameters according to SOP provided.
• Plan & assign engineers for PM spread across the team annually.
• Understand the SOP for Priority 1 (P1) Ticket and execute with accuracy.
• Coordinate schedules and prioritize tasks for Field Engineers.
• Track all assigned & outstanding tickets to ensure they are responded to and resolved according to company defined SLA.
• Engineers to be onsite in less than 60 Minutes during covered hours.
• Engineers are to resolve/restore tickets in less than 120 Minutes during covered hours. 60 Mins Level 1 -> 60 Mins Level 2
• Ensure & track whether engineers are adhering to appointments timing.
• Provide follow up response initiatively to ensure client/customer is aware of the status of the tickets, scheduled time for arranged tickets and completion time.
• Provide customer/client for any information or ad-hoc ticket reports requested.
• Must take initiative in providing updates or responding to clients/customers.
• Maintain clear communication with Field Engineers on problem resolution, status of outstanding issues, and scheduling for follow-up items.
• Ensure tickets are set to the correct priority, update accurate notes on current status and provide detailed closing information.
• Consolidate Tickets for monthly reports & draft based on template requested.
• Provide coverage of customer/client's front line helpdesk whenever required.
• Scanning all SRAS that is required to be submitted to customer/client.
• Submitting the Daily ticket report to reporting manager by end of day.
• The working hours for service desk will be 0830 – 1730.

JOB HIGHLIGHTS

• Life Insurance Coverage upon hiring.
• Career advancement based on performance.

DUTIES & RESPONSIBILITIES

• Task to evaluate and prioritize reported service request and incidents specially fulfilling ticket management, service request fulfilment, incident resolution, broadcast handling, and problem identification using the home-grown developed CRM system.
• Tasked to receive, classify, and record all service requests or incidents received from any communication channels such as call, email, SMS, etc. and handled multiple critical issues.
• Escalation, notification, and advisory releases with approved SLA.
• Verifies user information and creates ticket specifying incident/service request details and provides feedback on the status of the service requested.
• Verification and updating of customers information in the system such as contact details, exact office location, etc. should be done religiously prior to creation of tickets.
• Escalates incident and service request to the problem resolution groups or vendors/support group/contractor if necessary and shall likewise provide updates to user/s.
• Collect/gather information about the reported through interview, coordination, research and/or diagnostic procedures to determine errors or problems being raised.
• Logs and tracks call using ticketing system and problem management database and maintains history records and related problem documentation.
• Monitors and records the progress and status of all cases to ensure that the committed service level if fulfilled.
• Able to efficiently close tickets assigned to different Tier levels. Provides technical assistance on hardware, software, and local-area network connectivity problems, 1st and 2nd level resolution including user access and component configuration
• Prepares and maintains reports and applicable records of computer hardware and software inventory by site and system, user lists, user accounts and security, site and/or server licensing, and user access and security.

JOB REQUIREMENTS AND QUALIFICATIONS

• Graduate of Associate or Bachelor's degree in technical courses.
• Knows around I.T stuff (Software and Hardware)
• Must be familiar with Microsoft Technology, software and applications.
• Good communication skills in oral and written.
• Can work under pressure and urgent request.
• Diligent and proactive
• Willing to be assigned to a shifting schedule.
• Willing to render overtime.
• Must be willing to be assign in Mandaluyong City.

Job Type: Full-time

Pay: Php17,000 - Php19,000.00 per month

Benefits:

• Health insurance
• Life insurance

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary
• Overtime pay

Work Location: In person