
Russian - IT Service Desk Analyst
16 hours ago
The IT Service Desk Analyst role provides first-line technical support via phone, email, chat, and web, ensuring a high level of customer service. Responsibilities include logging and categorizing issues, troubleshooting common IT problems (O365, VPN, MS Office, Outlook, etc.), escalating unresolved issues, and maintaining knowledge base updates. Candidates should have 0-5 years of experience, strong troubleshooting skills, familiarity with Windows OS, and ServiceNow. Excellent communication, customer service, and time management skills are essential. The role requires flexibility for shift work, including weekends and holidays, with English and Russian bilingual proficiency requirement.
Responsibilities:
• To provide 1st line technical support, answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in CRM tool like ServiceNow
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)
• Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)
• Routing / Chasing of tickets with other Resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (wherever applicable)
• Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW
• Handling issues using Remote tools.
• Makes recommendations for updates to the KB database
Qualifications:
• IT Service Desk experience 0-5yrs
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
• Understanding of Windows X operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
• Flexible to work in a 24 x 7 Environment due to English Language Support
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development
• English and Russian Bilingua
-
Service Desk Analyst Level 1
23 hours ago
, , Philippines Healthtech Inc Full timeService Desk Analyst Level 1 page is loadedService Desk Analyst Level 1 Apply locations Philippines time type Full time posted on Posted 2 Days Ago job requisition id R4822Make a difference. Be happy. Grow your career. IT SERVICE DESK AGENT I The IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end...
-
Service Desk Analyst
22 hours ago
, Metro Manila, Philippines Capgemini Full timeJoin to apply for the Service Desk Analyst (Pasay) role at Capgemini . Responsibilities Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution. Applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches...
-
IT.Service Desk Analyst
22 hours ago
, Metro Manila, Philippines The Citco Group Limited Full timeJoin to apply for the IT.Service Desk Analyst role at The Citco Group Limited Join to apply for the IT.Service Desk Analyst role at The Citco Group Limited JOB DESCRIPTIONSince the 1940s Citco has provided specialist financial services to alternative investment funds, investors, multinationals and private clients worldwide. With over 14,000 employees in...
-
Service Desk Analyst
18 hours ago
, Metro Manila, Philippines APWTech Full timeAPWTech National Capital Region, Philippines Service Desk Analyst APWTech National Capital Region, Philippines Responsibilities Triage, record, and maintain incidents/requests information to aid current and future resolutions. Resolve incidents/fulfill requests at first contact. Own (single point of contact), escalate, and coordinate the activities required...
-
Service Desk Specialist
17 hours ago
, , Philippines Dynata Full timeService Desk Specialist page is loaded## Service Desk Specialistremote type: Hybrid (in-office / remote mix)locations: Philippines (Cebu)time type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: October 10, 2025 (28 days left to apply)job requisition id: REQ12562**Responsibilities*** Resolve computer, networking, printing,...
-
Global IT Service Desk
23 hours ago
, Metro Manila, Philippines QBE Insurance Full timeJoin to apply for the Global IT Service Desk role at QBE Insurance Join to apply for the Global IT Service Desk role at QBE Insurance Get AI-powered advice on this job and more exclusive features. Primary DetailsTime Type: Full timeWorker Type: EmployeeResponsible for providing high level of customer experience and resolution from various communication...
-
Cloud Service Desk Engineer
23 hours ago
, , Philippines Tyler Technologies, Inc. Full timeJoin Tyler Technologies and be part of our ERP Cloud Platform team, supporting the AWS-powered infrastructure behind local government and school ERP systems. This role combines internal service desk support with hands-on exposure to cloud operations, automation, and DevOps best practices, perfect for technical support professionals who want to advance into...
-
Discounting & Deals Desk Lead
2 weeks ago
Philippines LevelUp Full time $90,000 - $120,000 per yearCompany Overview LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we've built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly...
-
Deal Desk Analyst
16 hours ago
, Metro Manila, Philippines Five9 Full timeJoin us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...
-
IT Service Desk Specialist
16 hours ago
, , Philippines BSA Solutions Inc. Full timeOverview LOCATION: FLB Corporate Center, Cebu Business Park WORK TYPE: Full-time role WORK ARRANGEMENT: OnsiteSHIFT: Monday – Friday 10:00 PM – 7:00 AM PAY RANGE: Php 40,000 – Php 50,000 About BSA Solutions Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we\'re not just offering jobs- we\'re building careers. With offices...