IT Helpdesk (Morning Shift) - Onsite | BGC, Taguig

About the role

The Level 1 L1 Helpdesk provides frontline support for Forsite's customers and internal users. The role covers ticket triage, SOP-based troubleshooting, knowledge base guidance, and basic data analysis and reporting. L1 ensures quick resolution of common issues, smooth escalation for complex cases, and clear communication throughout.

Key responsibilities

• Act as the first point of contact for all inbound tickets (Freshdesk, Jira, Slack, email, chat, phone)

• Triage and categorise incidents

• Follow SOPs and knowledge base guidance to resolve issues such as wearable lights troubleshooting, charging or pairing checks, dashboard login and access issues, and basic configuration and onboarding questions

• Maintain accurate ticket hygiene in Freshdesk/Jira

• Keep customers updated until resolution or escalation

• Use remote management tools to support customer approach

• Probe customers for benefit-adding features and log accordingly

• Review tickets and system alerts daily and capture and flag recurring patterns

• Identify anomalies in data csv exports and log

• Create graphs and tables from data csv exports

• Provide weekly sample reports showing volumes, error categories, and key trends

About you

• Prior helpdesk experience

• Familiarity with KPIs and ticketing systems

• Call center work experience

• Shift work experience

• English proficiency and motivation to build strong rapport with customers

• Proactive, friendly, warm, and calm demeanor

• Sense of ownership and responsibility on tickets and issue management

• Collaborative approach

• Openness to support shift work

• Growth mindset