Service Desk Agent - PH

WE'RE HIRING: Service Desk Agent – AMS Region (Philippines)

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.

About Excis

• Supporting clients in 190+ countries
  
• 6,000+ Engineers globally
  
• 200+ Enterprise Clients
  

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

Requirements

Key Responsibilities

• 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.
  

Requirements

• 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.
  

Preferred Qualifications

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

Benefits

Why Join Excis?

At Excis, you'll 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.