Service Desk Analyst

18 hours ago

Manila, National Capital Region, Philippines Happy Staffers Full time ₱348,000 - ₱588,000 per year

Job Description:

We are looking for a skilled and customer-focused Service Desk Analyst to join our IT team. The role involves providing first-level support for IT incidents and service requests, ensuring quick resolution and excellent customer service.

Key Responsibilities:

  • Act as the first point of contact for users via phone, email, or ticketing system.
  • Log, categorize, and prioritize incidents and service requests in the ITSM tool.
  • Troubleshoot and resolve basic hardware, software, and network-related issues.
  • Escalate unresolved issues to higher support levels following defined procedures.
  • Provide timely updates and ensure adherence to SLA timelines.
  • Maintain detailed documentation of issues and solutions for future reference.
  • Assist in account management tasks such as password resets, access requests, and software installations.
  • Deliver high-quality customer service and maintain a positive user experience.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, IT, or related field (preferred).
  • 1–3 years of experience in IT service desk/support role.
  • Good knowledge of Windows/Mac OS, MS Office, Outlook, and networking basics.
  • Familiarity with ITSM tools like ServiceNow, Jira, or Remedy.
  • Strong problem-solving skills and customer-oriented mindset.
  • Excellent verbal and written communication skills.
  • Ability to work in shifts (24x7 support, if required).

Nice to Have:

  • ITIL Foundation certification.
  • Experience with Active Directory, O365, VPN, and remote desktop tools.

Job Type: Full-time

Pay: Php29, Php49,000.00 per month

Work Location: In person

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