Service Desk Analyst
4 days ago
About the Company
We're a people-first organization that values both technical skills and great service. You'll have the chance to learn, grow, and build a career in IT while supporting a fast-paced environment.
About the Role
As an
L1 Service Desk Support
, you'll respond to technical issues, log and categorize incidents, and provide basic troubleshooting. You'll also escalate complex problems to higher-level teams while ensuring quick and reliable support for end-users.
Key Responsibilities
- Handle queries via phone, email, chat, or ticketing systems.
- Log, categorize, and prioritize incidents using ITSM tools (e.g., ServiceNow, Freshdesk).
- Troubleshoot basic issues (password resets, email access, printer problems).
- Provide remote support via TeamViewer, AnyDesk, or RDP.
- Escalate unresolved cases to L2/L3 teams in line with SLAs.
- Support onboarding/offboarding (account setup, access provisioning).
- Maintain clear documentation and update knowledge base articles.
- Follow IT policies and data protection standards.
Must-Have Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent work experience).
- 1–2 years' helpdesk or technical support experience.
- Knowledge of Windows OS, Office 365, Active Directory, and basic networking.
- Experience using ticketing systems and remote support tools.
- Strong communication skills in English and Filipino.
- Customer-first mindset and ability to work in a high-volume support environment.
Good-to-Have
- ITIL Foundation certification (preferred, not required).
Why Join Us
- HMO coverage upon regularization.
- Government-mandated benefits (SSS, PhilHealth, Pag-IBIG).
- Night differential and shift allowances.
- Career growth with training and development programs
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