Service Desk Technician Level 1 (Microsoft 365 & Desktop)

Job Brief  

We are seeking a responsive and detail-oriented Service Desk Technician – Level 1 (Microsoft 365 & Desktop) to provide high-quality remote technical support and ensure minimal downtime for our diverse client base. 

This role serves as the first line of technical support, resolving end-user software, hardware, and access issues promptly while strictly adhering to security protocols. By handling user lifecycle management, troubleshooting desktop environments, and escalating complex incidents with thorough contextual notes, the successful remote professional will maintain client trust, uphold operational continuity, and support service desk efficiency. 

Responsibilities 

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  Ticket Logging & Management 

  
  

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  Answer telephone, email, and portal support requests promptly, accurately logging, categorising, and prioritising tickets within the PSA platform. 

  
  

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  SLA Resolution & Documentation 

  
  

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  Resolve technical issues within defined Service Level Agreements (SLAs) while maintaining detailed ticket notes that allow seamless handovers. 

  
  

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  Structured Technical Escalation 

  
  

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  Escalate complex technical issues outside Level 1 scope to Level 2 engineers, providing clear logs of diagnostic steps taken, findings, and business impact. 

  
  

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  User Onboarding & Offboarding 

  
  

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  Execute new starter setup and user offboarding procedures in strict accordance with documented runbooks. 

  
  

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  Microsoft 365 Administration 

  
  

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  Assign user licences and manage shared mailboxes, mailbox permissions, and distribution groups efficiently. 

  
  

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  Collaboration Suite Support 

  
  

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  Troubleshoot end-user issues across Microsoft 365 applications, including Outlook, Teams, OneDrive sync errors, and SharePoint access rights. 

  
  

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  Identity Verification & Security 

  
  

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  Reset user passwords and Multi-Factor Authentication (MFA) methods strictly after completing mandatory identity verification procedures. 

  
  

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  Desktop & Device Support 

  
  

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  Diagnose and resolve issues on Windows 11 devices, desktop applications, network printers, mapped drives, and VPN connections. 

  
  

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  Remote System Monitoring 

  
  

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  Deliver efficient remote desktop support and manage endpoints using RMM monitoring platforms. 

  
  

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  Device Compliance Monitoring 

  
  

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  Check device enrolment and compliance status, escalating misconfigured systems promptly to senior technical leads. 

  
  

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  Security Threat Identification 

  
  

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  Recognise phishing attempts, suspicious sign-in activity, and unusual account requests, escalating potential threats immediately. 

  
  

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  Security Alert Triage 

  
  

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  Triage security alerts according to established security runbooks and escalate for senior remediation rather than attempting manual fixes. 

  
  

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  Knowledge Base Maintenance 

  
  

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  Update client system documentation and internal knowledge base articles regularly to reflect environment changes. 

  
  

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  Problem Trend Identification 

  
  

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  Flag recurring technical issues and systemic problems to leadership to support long-term operational solutions. 

  
  

Requirements 

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  Proven experience working in a Level 1 Service Desk, Managed Service Provider (MSP), or IT Helpdesk environment. 

  
  

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  Solid hands-on experience supporting Microsoft 365 user environments, including Exchange Online, Teams, SharePoint, and OneDrive. 

  
  

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  Strong technical capabilities troubleshooting Windows 11 desktop environments, peripheral devices, and remote connectivity (VPN). 

  
  

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  Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools. 

  
  

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  Strict commitment to security compliance, identity verification processes, and protocol adherence. 

  
  

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  Excellent written and verbal English communication skills, with an articulate and customer-focused telephone manner. 

  
  

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  Demonstrated ability to write concise, professional technical notes and follow structured operational runbooks. 

  
  

Software Proficiency 

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  Microsoft 365 Admin Centre, including Exchange, Teams, SharePoint, and OneDrive 

  
  

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  PSA software, such as ConnectWise, Autotask, or HaloPSA 

  
  

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  RMM software, such as ConnectWise Automate, N-central, or Datto 

  
  

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  Windows 11 operating system 

  
  

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  Remote desktop and VPN tools 

  
  

Education 

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  Bachelor's Degree in Information Technology, Computer Science, System Administration, or a related field, or equivalent industry certification such as Microsoft Certified: Fundamentals. 

  
  

Personal Attributes 

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  Highly security-conscious, with an uncompromising commitment to process compliance and identity verification. 

  
  

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  Methodical problem-solver with strong attention to technical detail and clear documentation. 

  
  

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  Upbeat and reassuring communicator who builds confidence with non-technical end users. 

  
  

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  Accountable team player who thrives in a fast-paced, SLA-driven remote environment. 

  
  

Time Zone: Australian Business Hours 

Applicant Location: Must be located in the Philippines 

About Outdesk  

At Outdesk, our mission is to bridge the gap between exceptional talent in the Philippines and the dynamic business needs of our clients in Australia. We are committed to delivering bespoke recruitment and comprehensive employment solutions that foster long-term success for both our clients and staff. 

Employee Benefits  

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  Paid Leave  

  
  

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  13th Month Pay  

  
  

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  SSS  

  
  

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  Philhealth  

  
  

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  Pag-Ibig   

  
  

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  BIR  

  
  

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  HMO