Service Desk Agent

WERE HIRING A SERVICE DESK AGENT / SCHEDULER IN THE PHILIPPINES!

Excis is a global IT support leader, driven by innovation and collaboration. Were looking for a highly organized and detail-oriented Service Desk Agent / Scheduler to manage agent resources, synchronize schedules, and ensure seamless coordination between ticket demand and technical support teams. Join us for a rewarding career in a supportive, family-like environment where youll look forward to coming to work every day.

• Client Presence: 190+ countries
• Team: 6,000+ Engineers
• Clients: 200+ Enterprise Clients
  
  

We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first.

Start your journey with Excis and grow with us!

Schedule

• Shift: Night Shift (Supporting AMS/EMEA business hours)
  
  

Key Responsibilities

Agent & Resource Scheduling

• Manage daily and weekly schedules for service desk agents to ensure optimal coverage for global regions (AMS/EMEA).
• Assign tickets and tasks based on agent skills, availability, and real-time status.
• Coordinate shift swaps, breaks, and overtime to maintain service level agreements (SLAs).
  
  

Database Management & Synchronization

• Maintain the shared service desk database by updating agent statuses (Available, Busy, Offline) in real-time.
• Add new agents to the system and remove departing agents promptly to ensure data accuracy.
• Update the database with agent skill matrices and service availability to ensure correct allocation of technical requests.
  
  

Quality Control & Ticket Scrubbing

• Perform ticket scrubbing to ensure all necessary information is captured before tickets are assigned.
• Validate ticket priority and categorization to match the correct agent skills.
• Monitor ticket queues to prevent bottlenecks and reassign tasks as needed.
  
  

Administrative Support

• Utilize the web-based management interface to monitor agent performance and statuses.
• Generate reports on agent utilization, schedule adherence, and ticket aging.
• Collaborate with the Service Delivery Manager to identify process improvements for resource management.
  
  

Requirements

Experience:

• 1–3 years of experience in a service desk, dispatch, scheduling, or IT coordination role.
• Experience in a BPO or IT support environment is highly preferred.
  
  

Technical Skills

• Proficiency with ITSM tools (ServiceNow, Jira, Freshservice, or similar) is a strong advantage.
• Comfortable using web-based administrative interfaces and databases.
• Strong Excel skills for reporting and tracking.
  
  

Core Competencies

• Organizational Skills: Ability to manage multiple schedules and shifting priorities.
• Attention to Detail: Ensuring database accuracy and ticket quality.
• Communication: Clear coordination between agents, management, and clients.
• Shift Flexibility: Willing to work night shifts supporting global regions.
  
  

Education

• Bachelors Degree or Associates Degree in IT, Computer Science, or a related field (or equivalent work experience).
  
  

Benefits

Why Join Excis?

• Be part of a collaborative and innovative global team driving industry-leading IT solutions.
• Work in a dynamic, fast-paced environment with clear growth paths.
• Professional growth and continuous learning opportunities.
• Supportive, family-like culture where your contributions are valued.
• Competitive compensation package commensurate with experience.
  
  

Ready to make a difference and grow your career? Apply now and join Excis in the Philippines!

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