Service Desk Analyst

4 days ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱80,000 - ₱120,000 per year

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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