
Service Desk Analyst
4 days ago
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 ResponsibilitiesRespond 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.
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.
- ITIL Foundation (preferred but not required)
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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