Back to listing

Service Desk Lead

Talentmate

Philippines

9th December 2025

2512-18702-509

Job Description

Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.

The Level 1 Service Desk support is responsible for learning and Level 1 technical support to Epic and Microsoft systems and other tools. This position plays a key role in our service desk by diagnosing, troubleshooting, and resolving application questions and issues, providing education to customers on functions and features, and properly escalating potential problems as applicable. Requires working in a team and being responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Duties and Responsibilities:

Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat.

Document incident and service requests in Client’s ticket management system, ServiceNow.

Provide initial triage and ticket routing to onshore service desk resources.

Provide End Users with customer service including telephone manners, writing skills, articulation

Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk.

Facilitate escalations to leadership as needed.

Provide first call resolution for scripted issues.

Provide and maintain reporting for all L1 Epic Service Desk tickets and MyChart

Search historical service requests and incident resolutions, with associated scripts and questions, for use by Accenture personnel.

Provide incident status to End Users who call the Epic Service Desk.

Follow client’s provided escalation procedures for severity level adjustments and incident resolution.

Be responsible for established escalation paths by contacting via telephone calls (home/work), paging, email, voice mail, as required by the severity level of the incident.

Work to reduce the overall resolution time for incidents. Skills Required:

Technical-related Associate degree and/or 2 years of progressive experience wit Minimum 3 year(s) of experience is required

Job Details

Role Level:	Mid-Level	Work Type:	Full-Time
Country:	Philippines	City:	Cebu Central Visayas
Company Website:	https://www.accenture.com/ph-en	Job Function:	Information Technology (IT)
Company Industry/ Sector:	Software Development

What We Offer

About the Company

Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

Report

Disclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@talentmate.com.