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...