Job Description
HCLTech is seeking a motivated L1 Service Desk Analyst to join our dynamic IT support team in Taguig City, Metro Manila. In this role, you will be the first point of contact for endâusers experiencing technical issues, providing timely and courteous resolution via phone, email, and remote tools. You will log, categorize, and prioritize incidents using industryâstandard ticketing systems, escalate complex problems to L2/L3 teams, and follow up to ensure closure. The position offers exposure to a wide range of technologies including Windows operating systems, basic Linux environments, Active Directory, and common office applications. You will also contribute to knowledge base articles, participate in shift rotations, and help maintain service level agreements (SLAs). Ideal candidates possess strong communication skills, a customerâfocused mindset, and a passion for learning new technologies. HCLTech offers a supportive work environment, continuous training opportunities, and career growth paths within the global IT services leader.
As part of a multicultural team, you will collaborate with colleagues across different functions to improve service delivery and drive customer satisfaction. The role encourages proactive problemâsolving and continuous improvement, allowing you to develop both technical expertise and professional soft skills. With access to cuttingâedge tools and regular certification support, you will be wellâpositioned to advance your career in IT service management.
Responsibilities
- Serve as the first point of contact for IT incidents and service requests via phone, email, and chat.
- Log, categorize, prioritize, and track tickets using the companyâs ticketing system.
- Perform basic troubleshooting of hardware, software, and network issues for endâusers.
- Escalate unresolved or complex issues to appropriate L2/L3 support teams with clear documentation.
- Follow up with users to confirm resolution and ensure satisfaction.
- Maintain and update the knowledge base with solutions and best practices.
- Adhere to shift schedules and support coverage requirements to meet SLAs.
- Participate in team meetings, training sessions, and process improvement initiatives.
Qualifications
- High school diploma or equivalent; associateâs degree or certifications in IT is a plus.
- Basic knowledge of Windows OS (Windows 10/11) and familiarity with Linux fundamentals.
- Understanding of Active Directory, user account management, and password reset procedures.
- Experience with ticketing tools such as ServiceNow, BMC Helix, or Zendesk.
- Knowledge of ITIL foundations and incident management processes.
- Strong verbal and written communication skills in English; Tagalog is advantageous.
- Customerâservice oriented with patience and empathy when dealing with users.
- Ability to work in a rotating shift environment, including nights and weekends if required.