Service Desk Agent PH

Bilingual English/Spanish is a strong plus

Excis is a global IT support leader delivering innovative technology solutions and exceptional customer service worldwide. We are looking for a customer-focused and technically skilled Service Desk Agent to join our growing support team in the Philippines and provide high-quality IT assistance to users across the AMS region.

Join a collaborative growth-oriented environment where your expertise helps drive operational excellence and outstanding user experiences.

• Supporting clients in 190 countries
  
• 6000 Engineers globally
  
• 200 Enterprise Clients
  

At Excis we believe in empowering our people through continuous learning teamwork and career development opportunities.

• Provide first-line technical support to end users via phone email chat and ticketing systems.
  
• Diagnose troubleshoot and resolve hardware software operating system and network-related issues.
  
• Log categorize prioritize and manage incidents and service requests in accordance with established SLA targets.
  
• Escalate unresolved or complex issues to appropriate support teams while ensuring proper follow-up and communication.
  
• Support Microsoft Windows environments Microsoft 365 applications printers mobile devices and remote access technologies.
  
• Guide users through troubleshooting steps and provide excellent customer service throughout the resolution process.
  
• Maintain accurate documentation of incidents resolutions and knowledge base articles.
  
• Collaborate with internal IT teams to ensure timely issue resolution and continuous service improvement.
  
• Monitor support queues and proactively manage workloads to meet performance objectives.
  
• Participate in shift rotations and provide support during business-critical periods when required.
  

• Minimum 2 years of experience in a Service Desk Help Desk Technical Support or IT Support role.
  
• Strong knowledge of Windows operating systems and Microsoft 365 applications.
  
• Experience with Active Directory user account administration password resets and access management.
  
• Understanding of networking fundamentals including TCP/IP DNS VPN and connectivity troubleshooting.
  
• Experience working with ITSM/ticketing tools such as ServiceNow Jira Service Management Freshservice or similar platforms.
  
• Strong troubleshooting analytical and problem-solving skills.
  
• Excellent verbal and written communication skills.
  
• Strong customer service mindset with the ability to support users professionally and efficiently.
  
• Ability to work independently and collaboratively in a fast-paced environment.
  
• Fluency in English is required.
  
• Spanish language proficiency is highly preferred and considered a strong advantage.
  

• ITIL Foundation Certification.
  
• Microsoft CompTIA A Network or equivalent certifications.
  
• Experience supporting global enterprise environments.
  
• Exposure to remote support tools and cloud-based technologies.
  

At Excis youll be part of a global organization that values innovation collaboration and professional growth. We offer a supportive work environment exposure to international clients and opportunities to advance your IT career while making a meaningful impact on customer success.

Apply today and become part of a world-class IT support team at Excis.