Service Desk Analyst
Nezda Technologies Manila Full-time
Job Summary
The L1 Service Desk Support serves as the first point of contact for employees and clients experiencing IT-related issues. The role involves providing basic technical support, logging incidents, and escalating unresolved issues to higher-level support teams.
Location: Taguig, Metro Manila
Key Responsibilities- Respond to technical queries via phone, email, chat, or ticketing systems.
- Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Freshdesk).
- Troubleshoot basic hardware/software issues (e.g., password resets, printer issues, email access).
- Provide remote support using tools like TeamViewer, AnyDesk, or RDP.
- Escalate complex issues to L2/L3 teams following defined SLAs.
- Assist with onboarding/offboarding tasks (e.g., account setup, access provisioning).
- Maintain accurate documentation and update knowledge base articles.
- Ensure compliance with company IT policies and data protection standards.
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 1–2 years of experience in a helpdesk or technical support role.
- Familiarity with Windows OS, Office 365, Active Directory, and basic networking.
- Experience with ticketing systems and remote support tools.
- Strong communication skills in English and Filipino.
- Ability to work in a fast-paced, customer-focused environment.
- ITIL Foundation (preferred but not required)
- HMO coverage upon regularization
- Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
- Night differential and shift allowances
- Career development and training programs
HCLTechTaguig, 12 km from Manila
Service Desk Analyst
(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
• Accepts change and adapts easily
• Learns quickly
• Multi-tasks
• Good temperament (patient...
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