Service Desk Analyst

Location: Manila

Work covered business hours + rostered weekends

Competitive base + benefits

This isn't just another Service Desk role.
At Orro, we're building something different; a connected, cloud-first, automation-driven environment that's secure, reliable, and built around great people. As a Service Desk Analyst (Level 2), you play a key role in delivering seamless technical support that keeps our customers productive, secure, and delighted.

Part of a high-energy, high-trust team, you thrive on curiosity, accountability, and continuous improvement. Each day brings new challenges; solving complex issues, collaborating across teams, and raising the standard of service Orro is known for. If troubleshooting is second nature and you're ready to make an impact in a fast-growing tech company where your skills truly matter, this is your moment to shine

About Orro

We're an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.

Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. But more than that, we know that real impact comes from connecting people, not just machines. That's why we take the time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.

With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

What You'll Be Doing

• Deliver world-class remote support (via email, chat, and phone) across desktop, software, cloud, telephony, and network technologies.
• Resolve incidents, service requests, and changes at first contact whenever possible, aiming for speed and excellence.
• Escalate complex issues to higher-level engineers, documenting clearly and completely to ensure quick resolution.
• Maintain ownership of tickets, communicate proactively with customers, and set clear expectations every step of the way.
• Support on-site work or projects as needed, collaborating closely with peers and senior engineers.
• Contribute to knowledge base articles, process improvements, and continuous service enhancements.
• Champion Orro's "customer-first" mindset, taking pride in delivering outcomes that exceed expectations.

What You'll Bring

We're looking for someone who's not just technically capable, but genuinely passionate about helping others and learning every day:

• A Diploma or Bachelor's degree in IT (or equivalent experience).
• 2+ years of experience in an IT Service Desk or technical support role.
• Strong knowledge across Windows and Microsoft 365, networking fundamentals, and common end-user technologies.
• Relevant certifications (e.g. Microsoft, CompTIA A+, ITIL, Cisco) are highly regarded.
• Excellent problem-solving skills with a structured, analytical approach.
• Clear and confident communication and able to translate technical details into plain language.
• A genuine team player; collaborative, proactive, and dependable.

Even if you don't tick every box, don't let that hold you back. If this sounds like your kind of challenge, we'd genuinely love to hear from you.

Why Orro Philippines?

We're proud of our growing presence in the Philippines, with over 150 team members and a central office in Makati, right in the heart of the business district. At Orro, we support our people and those who matter most to them through meaningful, inclusive benefits designed to help you thrive. From HMO with dependent cover, extra vacation leave, and public holiday swaps that reflect cultural and family diversity, to extended maternity leave and flexible work options, we've built a workplace that supports every stage of life.

We also invest in your growth through leadership and development programs, and offer paid volunteer leave, extra allowances, employee discounts, and access to a wellbeing platform filled with expert fitness, nutrition, and mental wellness resources.

*Note: The role is subject to state and federal police background checks