Job description
Join a growing team supporting global clients from a dynamic Manila hub. As a Level 1 Help Desk Specialist, you will be the first point of contact for IT issues reported by users from Australia and beyond. This remote-friendly role offers a clear path to develop your technical foundations, collaborate with cross-functional teams, and accelerate your career within a customer-centric, high-performance environment.
In this role, you will handle incoming requests via phone, email, or chat, assess urgency, and provide effective troubleshooting for common issues. You will support Windows-based workstations and core business applications, including productivity suites and cloud services. Your meticulous documentation in our ticketing system will drive consistent service delivery and facilitate knowledge sharing across the team. A strong emphasis on SLAs, quality communication, and a willingness to escalate when necessary will help you thrive in a fast-paced, global setting.
We offer competitive compensation, remote-friendly schedules aligned with AU client hours, and ample opportunities for training and certification. You’ll join a supportive team that values continuous improvement, collaboration, and a positive customer experience. If you’re passionate about helping users resolve issues quickly and want exposure to international IT support practices, this is the role for you.
Responsibility
- Act as the first point of contact for end users seeking technical assistance via phone, email, or chat.
- Diagnose and resolve common Level 1 incidents and service requests related to Windows OS, Microsoft 365, email, VPN, and basic networking.
- Provide clear, actionable guidance to users and document steps taken in the ticketing system.
- Manage ticket workflow by categorizing, prioritizing, and escalating complex issues to Level 2 when needed.
- Maintain timely and professional communication with customers, updating ticket status and ensuring SLA targets are met.
- Collaborate with global teams serving Australia-based clients to ensure a high-quality support experience.
- Contribute to the knowledge base by capturing solutions for recurring problems and sharing best practices.
Qualification
- 1+ years of experience in Level 1 help desk or IT support.
- Strong knowledge of Windows operating systems and Microsoft 365 applications.
- Basic networking knowledge (DNS, VPN, Wi-Fi) and remote support concepts.
- Excellent written and verbal communication skills with a customer-centric mindset.
- Experience with ticketing systems (eg, Zendesk, Freshdesk) and remote desktop tools.
- Ability to work flexible hours to align with Australian client time zones; reliable and responsive.
- ITIL awareness is a plus; related certifications are beneficial.