L1 IT Service Desk Analyst

Power up your IT career with global exposure

Be the go-to problem solver in a dynamic, tech-driven environment where every challenge is an opportunity to shine. This role gives you the chance to work with international teams, tackle diverse technical challenges, and make your mark in the global outsourcing industry-all while staying close to home. Expand your skills, impact your industry, and grow your global career from Cebu City.

Job Description

As an L1 IT Service Desk Analyst, you'll provide first-level technical support, manage service tickets, troubleshoot hardware and software issues, and ensure seamless IT operations. You'll collaborate with global teams, meet SLA targets, and keep systems performing at their best.

Job Overview

Employment type: Full-time

Shift: Shifting

Work setup: Onsite, Cebu City

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Cebu (Conveniently accessible by PUVs, with nearby restaurants and banks)
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• BS in Information Technology, MIS, or equivalent experience
• 0-2 years of experience in a similar support role preferred
• Strong knowledge in three or more of the following:
• Windows 10/7/2000/XP/Vista support
• Microsoft Office/Outlook/Internet Explorer
• Windows Server, Active Directory
• LAN/WAN, TCP/IP
• IIS, ISA, Exchange
• Avaya or Nortel systems
• ITIL qualification and multilingual skills are a plus
• Excellent oral and written English communication skills
• Assertive, customer-focused, and adaptable under pressure
• Comfortable doing light manual tasks at a workstation
• Willing to work in rotational shifts

Your Daily Tasks

Technical Support

• Provide first-level technical assistance for hardware/software issues, including printing, installations, word processing, email, and operating systems-locally and remotely
• Diagnose and troubleshoot technical issues to resolve or fulfill service tickets
• Deliver timely and accurate support for incidents and requests while managing team responsibilities
• Analyze and resolve end-user problems; recommend and apply corrective actions
• Provide remote support to users across multiple sites
• Monitor, receive, and log incidents or service requests via email or phone through the IT Ticketing System
• Evaluate hardware/software performance to recommend optimization strategies
• Complete service requests related to software and hardware issues

Ticket Handling & SLA Management

• Categorize and prioritize tickets based on impact, urgency, and affected services to meet SLA targets
• Manage the full lifecycle of service requests to ensure timely resolution and SLA compliance
• Execute service requests in alignment with SLA standards
• Escalate tickets approaching SLA breaches or requiring urgent attention
• Endorse or escalate tickets to the designated resolver groups
• Track and monitor ticket progress to ensure resolution within agreed timelines
• Update and maintain ticket records throughout the resolution process

Communication & Documentation

• Provide clear and concise technical guidance to users via email, instant messaging, or phone
• Communicate ticket status and updates to customers based on SLA commitments
• Document support processes, procedures, and maintenance tasks
• Maintain accurate technical documentation and departmental reports
• Apply technical knowledge to facilitate collaboration with other internal teams
• Collaborate with internal and external teams to complete IT service requests
• Generate, review, and send IT performance and incident reports
• Recommend and support the implementation of service improvements

Collaboration & Infrastructure Support

• Install, configure, roll out, and maintain the company's IT infrastructure
• Participate in cross-functional projects and contribute to strategic desktop and network platform planning
• Design, install, and repair network cabling and jacks for servers, desktops, routers, and switches
• Assist in regular maintenance and disaster recovery testing activities
• Coordinate with Level 2 support for desktop anti-virus compliance
• Provide secondary support for anti-virus and local desktop firewall management
• Support and manage Active Directory environments, servers, and workstations
• Perform malware remediation and handle hardware/software installations, upgrades, and troubleshooting
• Respond to after-hours support calls as needed
• Participate in a 24x7 rotational support schedule

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO