Service Desk Analyst

Atturra Makati, National Capital Region, Philippines Service Desk Analyst Atturra Makati, National Capital Region, Philippines 1 day ago Be among the first 25 applicants What You’ll Be Doing The Service Desk Analyst offers technical support to clients, addressing Level 1/2 issues and escalating as necessary. This role involves daily interaction with end-users, requiring efficient problem‑solving and customer service skills to ensure a positive support experience. Analysts are expected to work within defined SLA timelines and follow ITIL‑aligned service desk protocols. Key Responsibilities Promptly respond to, diagnose, and troubleshoot incoming service desk requests and queries via phone, self‑service portal, email, remote support tools, or in‑person. Accurately receive, log, and action service requests for standard IT services according to procedures and SLAs. Provide support with user onboarding and offboarding processes including access provisioning and termination. Utilize the internal knowledge base and available documentation to resolve incidents effectively and efficiently. Participate in ongoing knowledge sharing and contribute new or updated knowledge articles. Ensure proper documentation and tracking of all user interactions and resolutions in the ticketing system (e.g. ServiceNow). Escalate complex or unresolved issues to Level 2 or 3 support teams, following established escalation workflows. Provide excellent customer service with a professional and empathetic approach in all interactions. Perform other duties as assigned by the Service Desk Manager or Team Lead. Working Conditions Permanent full time 5th floor, corner, PNB Building, 6754 Ayala Ave, Legazpi Village, Makati, 1229 Metro Manila Key Selection Criteria Candidates must demonstrate advanced to native‑level English proficiency (C1–C2 CEFR equivalent), with a clear, neutral accent suitable for phone‑based communication. Excellent listening and verbal skills are essential to be considered for the role. Strong ability to diagnose and effectively troubleshoot IT issues across hardware, software, networking, and enterprise applications. Competent in supporting end‑user environments and working within a structured IT support framework (e.g. NOC/Service Desk). Familiarity with the ITIL framework and service management best practices. Demonstrated problem‑solving and analytical skills, with a methodical and customer‑focused approach. Ability to manage stakeholder expectations and build strong working relationships. Clear, confident communication skills suited to working with a broad range of users, including executives. Flexible and adaptable in fast‑paced and evolving support environments. Certifications Microsoft Fundamental Range (e.g. MS‑900, AZ‑900, SC‑900) Microsoft Mid‑Level (e.g. AZ‑104) Experience 2 years prior experience in a Service Desk or Network Operations Centre (NOC), preferably in a business‑to‑business environment. Experience supporting Microsoft 365, Active Directory, MFA, VPN, and remote access solutions. Practical familiarity with ITSM platforms – ServiceNow and Jira experience is highly regarded. Benefits Employee benefits, recognition, and wellbeing platform Career growth via succession planning, internal promotions, and mentorship opportunities Ongoing investment in professional development through industry and technology certifications, and study assistance Mental health support through our Employee Assistance Program Support for family and caring responsibilities, including paid parental leave Employee referral program, with monetary incentives Why Atturra? Atturra is one of the fastest growing ASX‑listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way. Atturra’s Managed Services division provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. This is your chance to make an impact. Join our team of change makers to redefine the future through technology. We are proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs’ Veteran Employment Commitment (VEC) and are committed to supporting Australia’s veteran community. Atturra encourages applications from all individuals, regardless of Veteran or service status, gender, LGBTQI+ identity, ethnicity, religion, physical ability, or age. #J-18808-Ljbffr