Service Desk Agent

Satellite Office

. Provide Level 1 IT service desk support for the organization .

Posted 9/21/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Level 1 IT service desk support, including incident management, technical problem resolution, and effective communication with internal teams. Proficient in maintaining knowledge bases and contributing to documentation while managing ticketing systems.

Highest-signal resume keywords

Level 1 IT Service Desk SupportIncident ManagementTechnical Problem ResolutionHalo ITSMKnowledge Base Maintenance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem ResolutionIncident ManagementSoftware SupportNetwork SupportSystem/Application Access SupportTicket ManagementEscalation ManagementProblem DiagnosisKnowledge Base Article CreationAEST Shifting Schedule

Soft Skills

Effective CommunicationTeam CollaborationCustomer Service

Tools & Technologies

Halo ITSMMicrosoft Teams

Industry Keywords

KMD HardwareKMD Application SupportAccess RequestsMajor Incident ReportingCommunication Plans

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide Level 1 IT service desk support for the organization
Support KMD hardware
Handle password and access requests
Provide KMD application support
Manage tickets via Halo ITSM
Perform incident and request management
Perform escalation management
Communicate with teams via Microsoft Teams and email
Resolve technical problems and answer internal customer queries
Diagnose, identify, isolate, and analyse problems
Route issues to Level Two support and specialist teams when needed
Report major incidents
Liaise with KMD Brands employees and operations departments
Follow communication plans to report issues and resolutions
Maintain the knowledge base and create or update at least one article monthly

Requirements

What you’ll need

Level 1 IT service desk support experience or capability
Ability to resolve technical problems and answer queries by telephone or self-service ticket
Knowledge of software, network, and system/application access support
Ability to diagnose, identify, isolate, and analyse problems using records
Ability to route calls to Level Two support, application, or system support specialists
Ability to report major incidents
Ability to liaise with employees and operations departments
Ability to follow communication plans for reporting issues and resolutions
Ability to maintain and update a knowledge base
Ability to contribute at least one knowledge base article per month
Ability to work an AEST shifting schedule with daylight savings

Benefits

Comp & perks

Learning opportunities, mentoring, and support
Team-building events
Company-wide celebrations
Wellness programs
World-class office spaces
Continuous learning and development
Engaging employee programs