Philippines onlySummary
The Tier 1 Helpdesk Technician serves as the first point of contact for IT support requests. This role is responsible for initial intake, triage, documentation, and routing of reported issues to the appropriate support teams. The technician ensures timely acknowledgment of requests, accurate classification, and a positive customer experience while helping maintain service level expectations.
Key Responsibilities
Act as the first point of contact for all IT support requests via ticketing system, phone, email, or portal
Perform initial triage of reported issues to gather required information and assess urgency, impact, and priority
Accurately document issues, troubleshooting steps, and relevant details in the ticketing system
Route and escalate tickets to appropriate Tier 2, Tier 3, or specialized support groups based on established procedures
Resolve basic, well-documented issues when applicable using knowledge base articles and standard operating procedures
Monitor ticket queues to ensure timely assignment and adherence to service level agreements (SLAs)
Communicate clearly with end users regarding ticket status, next steps, and expectations
Identify recurring issues and trends and escalate observations to leadership or problem management teams
Follow IT policies, security standards, and data protection requirements
Contribute to continuous improvement of triage workflows, documentation, and customer satisfaction
Required Qualifications
High school diploma or equivalent required; associate degree or technical coursework preferred
1–2 years of experience in an IT support, service desk, or customer service role (or equivalent combination of education and experience)
Familiarity with ticketing systems and IT service management (ITSM) concepts
Basic understanding of common IT issues related to hardware, software, accounts, and connectivity
Strong customer service and communication skills
Ability to prioritize tasks and work effectively in a fast-paced environment
Attention to detail with strong documentation skills
Preferred Qualifications
Experience with ITIL-based service desk environments
Familiarity with enterprise systems such as Active Directory, Microsoft 365, or similar platforms
CompTIA A+, ITIL Foundation, or similar certification
Key Competencies
Problem intake and assessment
Clear written and verbal communication
Customer-focused mindset
Organization and time management
Team collaboration and cross-functional coordination
Work Environment
Remote work environment
Participation in on-call or after-hours support rotation may be required
