Service Desk Analyst

4 days ago

Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱250,000 - ₱450,000 per year
Job Summary

The L1 Service Desk Support serves as the first point of contact for employees and clients experiencing IT-related issues. The role involves providing basic technical support, logging incidents, and escalating unresolved issues to higher-level support teams.

Location: Taguig, Metro Manila

Key Responsibilities

  • Respond to technical queries via phone, email, chat, or ticketing systems.

  • Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Freshdesk).

  • Troubleshoot basic hardware/software issues (e.g., password resets, printer issues, email access).

  • Provide remote support using tools like TeamViewer, AnyDesk, or RDP.

  • Escalate complex issues to L2/L3 teams following defined SLAs.

  • Assist with onboarding/offboarding tasks (e.g., account setup, access provisioning).

  • Maintain accurate documentation and update knowledge base articles.

  • Ensure compliance with company IT policies and data protection standards.

Qualifications

  • Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

  • 1–2 years of experience in a helpdesk or technical support role.

  • Familiarity with Windows OS, Office 365, Active Directory, and basic networking.

  • Experience with ticketing systems and remote support tools.

  • Strong communication skills in English and Filipino.

  • Ability to work in a fast-paced, customer-focused environment.

Preferred Certifications
  • ITIL Foundation (preferred but not required)
Benefits

  • HMO coverage upon regularization

  • Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

  • Night differential and shift allowances

  • Career development and training programs

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