Service Desk Analyst

6 days ago

Taguig, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱400,000 - ₱450,000 per year

About the Role

The Service Desk Analyst provides advanced technical support, resolving incidents beyond L1 capability. This role ensures timely resolution of complex IT issues, delivers high-quality customer service, and supports continuous improvement of IT processes and systems.

Key Responsibilities

  • Resolve escalated technical issues and perform in-depth troubleshooting across hardware, software, and networks.
  • Deliver clear and effective customer support, managing expectations and providing updates.
  • Collaborate with L3 teams and cross-functional IT groups for complex problem resolution.
  • Document incidents, resolutions, and create knowledge base articles.
  • Provide end-user training, guidance, and user documentation.
  • Perform system administration, user account management, and monitor system performance.
  • Assist with software updates, patch management, and remote user support.
  • Support Service Desk operations, including Office 365 administration, account modifications, and alert handling.
  • Contribute to process improvement and adherence to ITIL best practices.

Qualifications

  • Bachelor's degree in Computer Science or related field (preferred).
  • Microsoft certifications (MCSA/MCP) and Cisco CCNA are advantageous.
  • ITIL Foundation v4 certification required.
  • Minimum 3 years' experience in service desk or technical support roles, ideally within Managed/Professional Services.
  • Strong knowledge of ITIL framework and modern IT support practices.

Job Type: Full-time

Pay: Php40, Php45,000.00 per month

Benefits:

  • Paid training

Application Question(s):

  • How much is your expected salary?

Experience:

  • Service Desk Analyst: 3 years (Required)

License/Certification:

  • ITIL Certification (Required)

Work Location: In person

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