L1 Service Desk Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the Level 1 IT service desk and the initial point of contact for internal clients.

• Provide support for KMD hardware.

• Manage password and access requests.

• Offer support for KMD applications.

• Oversee ticket management using Halo ITSM.

• Conduct incident and request management.

• Handle escalation management.

• Communicate with teams via Microsoft Teams and email.

• Resolve technical issues through telephone assistance or self-service tickets.

• Diagnose, identify, isolate, and analyze problems effectively.

• Escalate issues to Level 2, application, or system support specialists as needed.

• Report significant incidents.

• Collaborate with KMD Brands employees and operational departments.

• Inform affected stakeholders about issues and resolutions.

• Maintain the knowledge base and create or update at least one article each month.

⛳️ Requirements

• Proven experience in resolving technical issues and addressing IT support inquiries.

• Capability to assist with software, network, system, and application access problems.

• Proficiency in diagnosing, identifying, isolating, and analyzing problems using documentation.

• Competence in routing issues to Level 2 support, application, or system support specialists.

• Ability to report major incidents accurately.

• Skill in liaising with employees and operational departments effectively.

• Capability to adhere to communication plans for reporting issues and their resolutions.

• Experience in maintaining and updating a knowledge base.

• Commitment to contributing at least one knowledge base article per month.

• Flexibility to work on AU, US, and NZ shifting schedules.

🏝️ Benefits

• Opportunities for learning, mentoring, and support.

• Team-building activities.

• Company-wide celebrations.

• Wellness initiatives.

• Access to world-class office environments.

• Collaboration with global brands and international client teams.

• Continuous opportunities for learning and development.

• Engaging employee programs.