Service Desk Agent

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

📋 Description

• Deliver Level 1 IT service desk assistance for the organization.

• Support KMD hardware systems.

• Manage password and access requests.

• Provide support for KMD applications.

• Handle ticket management through Halo ITSM.

• Execute incident and request management tasks.

• Oversee escalation management processes.

• Communicate effectively with teams using Microsoft Teams and email.

• Troubleshoot technical issues and respond to internal customer inquiries.

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

• Direct issues to Level Two support and specialized teams when necessary.

• Report significant incidents as they arise.

• Collaborate with KMD Brands employees and operations departments.

• Adhere to communication plans for reporting issues and their resolutions.

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

⛳️ Requirements

• Experience or capability in providing Level 1 IT service desk support.

• Proficient in resolving technical issues and addressing queries via telephone or self-service ticketing.

• Familiarity with software, network, and system/application access support.

• Skill in diagnosing, identifying, isolating, and analyzing problems using available records.

• Capacity to route calls to Level Two support, application, or system support specialists.

• Ability to report significant incidents effectively.

• Capability to collaborate with employees and operations departments.

• Competence in following communication plans for issue and resolution reporting.

• Ability to maintain and update a knowledge base consistently.

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

• Willingness to work on an AEST shifting schedule, including daylight savings adjustments.

🏝️ Benefits

• Opportunities for learning, mentoring, and support.

• Team-building events to foster collaboration.

• Company-wide celebrations to promote a positive culture.

• Wellness programs designed for employee health.

• Access to world-class office spaces.

• Continuous learning and development opportunities.

• Engaging employee programs to enhance workplace satisfaction.