Service Desk

5 days ago

Taguig, National Capital Region, Philippines Actionlabs IT Services Full time

Job Overview:

The Service Desk Analyst is responsible for providing first-level technical support to end-users while ensuring effective tracking, control, and management of IT assets throughout their lifecycle. This role combines service desk responsibilities with ownership of asset inventory accuracy, asset assignments, compliance, and optimization of IT resources.

Key Responsibilities:Service Desk Support

  • Serve as the first point of contact for IT-related inquiries via phone, email, or ticketing system.
  • Troubleshoot and resolve incidents related to hardware, software, network, and user access.
  • Log, track, and manage incidents and service requests in the ITSM tool, ensuring timely resolution and customer satisfaction.
  • Escalate complex issues to appropriate teams and follow through until resolution.

IT Asset Management

  • Maintain accurate records of all IT hardware and software assets including laptops, desktops, mobile devices, printers, accessories, licenses, and software subscriptions.
  • Oversee full asset lifecycle management from procurement, deployment, transfer, maintenance, and retirement.
  • Issue and recover IT assets during onboarding and offboarding processes.
  • Conduct periodic physical inventory checks and audit asset compliance against policies.
  • Coordinate with vendors and procurement for purchasing and replenishment of IT inventory.
  • Track license usage and renewal schedules to ensure compliance and prevent disruptions.

Governance & Reporting

  • Develop and generate reports on asset utilization, inventory status, depreciation, and compliance.
  • Document asset management procedures and support continuous improvement of ITAM policies.
  • Ensure adherence to IT security and data protection standards for all issued devices and software.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • At least 1 year of experience in IT Service Desk or IT Asset Management.
  • Knowledge of ITIL processes, asset lifecycle management, and IT service delivery.
  • Experience with ITSM tools (ServiceNow, ManageEngine, etc.) and asset management systems.
  • Strong attention to detail with excellent organizational and documentation skills.
  • Good communication and customer service skills.

Job Type: Fixed term

Contract length: 12 months

Pay: Php19, Php22,000.00 per month

Work Location: In person

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