IT Service Desk Support (Level 1)

About Visaya

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.

Role Overview

The IT Service Desk Support (Level 1) is a support professional responsible for handling basic user inquiries, assisting with service requests, performing initial intake, and providing first-line technical or service support. This role focuses on resolving common issues efficiently while escalating complex concerns when necessary.

Key Responsibilities

• Respond to technical support inquiries via phone, email, chat, or ticketing systems.
• Provide first-line troubleshooting and support for Office M365 applications, Windows/Mac OS, VPN, software installations, and other common technical issues.
• Use ServiceNow ITSM to document, track, and manage support requests.
• Use LogMeIn or other remote support tools to troubleshoot user issues.
• Take support calls using AWS Connect or similar voice tools.
• Navigate knowledge base resources to identify appropriate process and technical solutions.
• Maintain accurate records of interactions within ServiceNow or other service management systems.
• Follow standard operating procedures and knowledge base resources to resolve issues.
• Escalate complex or unresolved cases to Level 2 support.
• Deliver professional, courteous customer service aligned with company standards.

Required Skills & Qualifications

• Very good written and verbal communication skills
• At least 1–2 years of Infrastructure Technical Service Desk or related technical support experience
• ITIL Trained or Certified, preferred
• Experience supporting and troubleshooting Office M365 applications
• Experience with ServiceNow ITSM• Experience with LogMeIn or other remote support tools• Experience taking calls using AWS Connect or similar voice tools
• Experience navigating knowledge base resources for process and technical solutions
• Experience with software installations and troubleshooting
• Experience troubleshooting and supporting Windows/Mac OS and VPN
• Basic technical troubleshooting and problem-solving ability
• Healthcare environment experience (good to have)
• Experience creating or updating knowledge base articles (good to have)

Why join us?

• Competitive salary package and benefits
• HMO coverage + dependents
• Paid leaves and government-mandated benefits
• Performance incentives and recognition programs
• Training, upskilling, and career growth opportunities

Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.