L1 IT Helpdesk Support

Position: IT Helpdesk Support
Location: Cebu IT Park, Cebu City
Job Type: Full-time (Onsite/Office)
Position Summary
The Helpdesk Support serves as the first point of contact for all technical incidents, service requests, and inquiries raised by managed customers. This role ensures timely triage, documentation, and coordination of support cases, maintaining service quality and operational efficiency across a 24x7 environment.
The Helpdesk Support acts as the communication bridge between clients and the on-call Network and System Engineers, ensuring seamless escalation and resolution of issues while upholding customer satisfaction and SLA commitments.
Key Responsibilities
Serve as the primary contact for customer-reported incidents and requests via phone, email, or ticketing system.
Log, categorize, and prioritize tickets according to defined service levels and business impact.
Perform initial troubleshooting for common issues (e.g., connectivity, access, hard...