Service Desk - L1
Title: Service Desk L1 (fully work-from-home role) General Function Under general supervision, the Service Desk - L1 will provide first line support for clients, following process to document and resolve technical issues relating to hardware, software, network, or general computer usage through various contract methods. Essential Duties & Responsibilities The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
Provide exceptional and professional customer service to our clients.
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool.
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools.
Escalate issues, situations, or problems requiring urgent attention to Level II Analysts, Team Leads or Service Desk Managers.
As process describes route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups.
Collaborate effectively with other service desk team members to resolve and document unfamiliar issues.
Participate in ongoing training for service desk operations.
Work on projects or tasks assigned by supervisors.
Supervisory Responsibilities None. Reports directly to Service Level Manager. Minimum Knowledge, Skills and Abilities Required
Associate’s degree in information technology or 2 years equivalent experience in a technology related field.
Prior experience in customer service role.
Excellent customer service skills.
Strong verbal and written communication skills.
Superior interpersonal skills and telephone etiquette.
Analytical and problem-solving skills.
Ability to deal with the stress of a fast-paced work environment.
Ability to adapt and adjust to changing work situations, processes, and procedures.
Ability to handle up to 50 client calls a day on a variety of topics and complexity levels.
Proficient in all Microsoft's currently supported Operating Systems.
Proficient in messaging systems such as Microsoft Outlook and Lotus Notes.
Willingness to work flexible hours with occasional evening and weekend hours.
Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or to move from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required.
Position requires the ability to work various hours Monday through Sunday.
Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors. General office environment Work is generally sedentary in nature but may require standing and walking for up to10% of the time. Work is generally performed within an office environment, with standard office equipment available. About Pomeroy Pomeroy is a global provider of technology solutions and services designed to keep businesses, and their workforce always connected, always secure, and always working. Our team of 3000 professionals advise, deploys, monitors, manages, and recruits talent for more than 60,000 client locations across North America and Europe. Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings. With over four decades of experience, Pomeroy Inc. has proudly served the IT industry since 1981, marking 44 years of consistent innovation, client-centric solutions, and global impact. Pomeroy Technologies Philippines Inc, incorporated on 15th May 2025, serves as a strategic extension of Pomeroy’s global delivery network. Established with the vision to broaden the company's reach across diverse international markets. With an expected growing team of Pomeroy professionals distributed across the length and breadth of Philippines, the organization operates on a flexible, location-agnostic model that enables seamless service delivery. Looking ahead, the organization is poised for significant growth and strategic plans to expand its client portfolio and strengthen its presence. Pomeroy believes in treating all people with respect, dignity and is committed to provide a work environment free from discrimination and harassment. Pomeroy is an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, and or other legally protected classification, not affecting the functional requirements of the position held. All persons shall be afforded an equal employment opportunity. We are committed to identifying individuals whose principles are deeply aligned with our core values and who will actively contribute to cultivating a culture of inclusivity, mutual respect, and collective excellence. Click here to know more about Pomeroy Please note At Pomeroy, we do not charge any fees at any stage of the recruitment process. If you are approached by anyone requesting payment on our behalf, kindly treat it as fraudulent and report it to us immediately.
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Service Desk - L1
Title: Service Desk L1 (fully work-from-home role) General Function Under general supervision, the Service Desk - L1 will provide first line support for clients, following process to document and resolve technical issues relating to hardware, software, network, or general computer usage through various contract methods. Essential Duties & Responsibilities The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
Provide exceptional and professional customer service to our clients.
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool.
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools.
Escalate issues, situations, or problems requiring urgent attention to Level II Analysts, Team Leads or Service Desk Managers.
As process describes route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups.
Collaborate effectively with other service desk team members to resolve and document unfamiliar issues.
Participate in ongoing training for service desk operations.
Work on projects or tasks assigned by supervisors.
Supervisory Responsibilities None. Reports directly to Service Level Manager. Minimum Knowledge, Skills and Abilities Required
Associate’s degree in information technology or 2 years equivalent experience in a technology related field.
Prior experience in customer service role.
Excellent customer service skills.
Strong verbal and written communication skills.
Superior interpersonal skills and telephone etiquette.
Analytical and problem-solving skills.
Ability to deal with the stress of a fast-paced work environment.
Ability to adapt and adjust to changing work situations, processes, and procedures.
Ability to handle up to 50 client calls a day on a variety of topics and complexity levels.
Proficient in all Microsoft's currently supported Operating Systems.
Proficient in messaging systems such as Microsoft Outlook and Lotus Notes.
Willingness to work flexible hours with occasional evening and weekend hours.
Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or to move from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required.
Position requires the ability to work various hours Monday through Sunday.
Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors. General office environment Work is generally sedentary in nature but may require standing and walking for up to10% of the time. Work is generally performed within an office environment, with standard office equipment available. About Pomeroy Pomeroy is a global provider of technology solutions and services designed to keep businesses, and their workforce always connected, always secure, and always working. Our team of 3000 professionals advise, deploys, monitors, manages, and recruits talent for more than 60,000 client locations across North America and Europe. Our decades of experience walking alongside our clients have earned us lasting relationships and high satisfaction ratings. With over four decades of experience, Pomeroy Inc. has proudly served the IT industry since 1981, marking 44 years of consistent innovation, client-centric solutions, and global impact. Pomeroy Technologies Philippines Inc, incorporated on 15th May 2025, serves as a strategic extension of Pomeroy’s global delivery network. Established with the vision to broaden the company's reach across diverse international markets. With an expected growing team of Pomeroy professionals distributed across the length and breadth of Philippines, the organization operates on a flexible, location-agnostic model that enables seamless service delivery. Looking ahead, the organization is poised for significant growth and strategic plans to expand its client portfolio and strengthen its presence. Pomeroy believes in treating all people with respect, dignity and is committed to provide a work environment free from discrimination and harassment. Pomeroy is an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, and or other legally protected classification, not affecting the functional requirements of the position held. All persons shall be afforded an equal employment opportunity. We are committed to identifying individuals whose principles are deeply aligned with our core values and who will actively contribute to cultivating a culture of inclusivity, mutual respect, and collective excellence. Click here to know more about Pomeroy Please note At Pomeroy, we do not charge any fees at any stage of the recruitment process. If you are approached by anyone requesting payment on our behalf, kindly treat it as fraudulent and report it to us immediately.