Service Desk Analyst

7 days ago

Manila, National Capital Region, Philippines Novus Technologies Pte Ltd Full time ₱250,000 - ₱500,000 per year

Company Description

Novus Technologies Pte Ltd, headquartered in Singapore with a robust presence across the Asia Pacific, is a solution provider with a deep understanding of the region's retail banking and payments business requirements. Formed by experienced professionals from world-class IT solution providers, Novus Technologies aims to simplify the acquisition and implementation of technology for customers, empowering them to focus on their core businesses. With extensive relationships across 19 Asia Pacific geographies, the company leverages accumulated knowledge and cross-geography experiences to add value to customers. Novus Technologies is passionate about developing mobile solutions to improve customer experiences in banking, retail, and payment environments.

Position Overview

We are looking for a friendly, proactive, and detail-oriented Helpdesk Agent to join our IT Support team. You will be the first point of contact for customers/users experiencing technical issues, and will help resolve their concerns quickly and effectively. If you love problem-solving and have strong communication skills, we want to hear from you

Key Responsibilities

· Respond to support requests via phone, email, chat, or ticketing system.

· Troubleshoot hardware, software, network, and connectivity issues.

· Log, prioritize, and track incidents and service requests in the ticketing system.

· Escalate more complex issues to senior / specialized IT teams when needed.

· Follow up with users to ensure issues are fully resolved and user satisfaction is maintained.

· Maintain and update documentation, knowledge base articles, and standard procedures.

What We're Looking For

· Strong customer service orientation and excellent communication skills (verbal & written).

· Familiarity with networks, connectivity, and common troubleshooting techniques.

· Ability to manage multiple open tickets and prioritize tasks effectively.

· Patience, professionalism, and a positive attitude under pressure.

[Optional/preferred] Experience with helpdesk tools/ticketing systems.

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