L1 Service Desk Agent

L1 Service Desk Agent Be the first point of contact for IT support, solve technical issues, help colleagues stay productive, and grow your skills in a collaborative service desk team. Overview The Service Desk shall be a Level 1 IT service desk for the organization shall conduct the following scope of services under the said Service desk. ● KMD Hardware Support ● Password/Access Requests ● KMD Application Support ● Ticket Management via Halo ITSM ● Incident Management and Request Management ● Escalation Management ● Team Communications via Teams / Email ● Each Service Desk Agent shall contribute at least one knowledge base article per month, either by creating a new article or updating an existing one. L1 Service Desk Agents - Tasks ● Resolves technical problems and answers queries by telephone or self-service ticket in support of internal customers, software, network, system/application access. ● Diagnoses, identifies, isolates, and analyses problems utilizing records. ● Route calls to Level Two (2) support, application, or system support specialists were needed and to also report major incidents. ● Liaises with KMD Brands’ employees' operations department to address the issues pertaining to the applications outlined. ● Follows a communication plan to report issues and resolutions to affected stakeholders. ● Maintains knowledgebase up to date where applicable. Role type Information Technology Support Locations Jollibee Tower, Ortigas Center, Pasig City Remote status Fully Remote Work Schedule AEST Shifting Schedule? No Shifts with Daylight Savings? Yes About Satellite Office Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of. At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces. Why You'll Love Working Here: 🌟 You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter. 🚀 You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential. 🎉 You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more. 🏢 You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best. 💼 You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact. Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of. Applicant tracking system by Teamtailor