Service Desk Analyst

7 hours ago

Pasig, National Capital Region, Philippines Staff Domain Inc. Full time ₱40,000 - ₱80,000 per year
Set-up and Location: Onsite | Ortigas, Pasig (Hybrid option may be available)
Work Schedule: 8:30 AM – 5:30 PM (AEST) | 6:30 AM – 3:30 PM (PH Time)
On-Call: Required after AU shift

Ready to be part of a team that keeps businesses running smoothly?

We're looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic, client-focused Managed Service Provider (MSP) team supporting Australian clients.

In this role, you'll be the first point of contact for customers needing technical support across software, hardware, telephony, cybersecurity, internet, and networking. You'll troubleshoot issues, resolve tickets, and ensure customer satisfaction, all while collaborating with technical experts and external vendors to maintain smooth IT operations.

This is an exciting opportunity for someone passionate about problem-solving, technology, and delivering world-class customer support in a fast-paced environment.

What You'll Do

Service Desk Support (60%)

  • Provide frontline support via phone, email, and remote tools, managing daily ticket queues
  • Log all incidents in ConnectWise Manage and document resolutions in IT Glue.
  • Prioritize phone communication to build rapport and uncover additional issues or upsell opportunities.
  • Deliver timely resolutions within SLA targets, escalating issues as needed.
  • Assist with client onboarding and system training.
  • Coordinate with third-party vendors (e.g., ISPs) for issue resolution.
  • Support onsite requests when required.

Network Operations (10%)

  • Manage NOC tickets, including system monitoring, patching, and backup troubleshooting.
  • Use RMM tools such as N-Able, ImmyBot, or JAMF Pro for proactive maintenance.
  • Monitor firmware/software updates on Firewalls, Servers, Switches, Access Points, and PBX systems.

Security Operations (10%)

  • Monitor and respond to cybersecurity incidents for internal and client environments.
  • Assist in incident response, root cause analysis, and Secure Score reviews.
  • Contribute to ISO compliance and cybersecurity awareness initiatives.

Project Work (10%)

  • Support infrastructure and cloud migration projects.
  • Handle new machine builds, tenancy configurations, and data migrations.

Continuous Improvement & Governance (10%)

  • Update documentation, refine processes, and share technical knowledge with the team.
  • Identify recurring issues and suggest automation or long-term fixes.
  • Participate in training and certification programs for professional growth.
Requirements
What You Bring

Core Values & Attitude

  • Customer-first mindset
  • Passionate, reliable, and trustworthy
  • Team-oriented and solution-driven
  • Calm under pressure and proactive in problem-solving
  • Commitment to continuous improvement

Technical Expertise

  • Ticketing systems: ConnectWise Manage
  • RMM tools: N-Able, JAMF Pro, ImmyBot, Kandji
  • Backup solutions: Keep-IT, StorageCraft, Cloudberry, Datto, Azure, AvePoint
  • Network & telephony: Fortinet, Ubiquiti, Cisco Meraki, HP/Aruba, 3CX
  • Documentation tools: IT Glue
  • Cloud platforms: Microsoft 365, Azure, Intune, Autopilot
  • Scripting: PowerShell
  • Experience with Google Workspace and AWS (a plus)

Preferred Certifications

  • Microsoft Certified: Azure Administrator Associate
  • MCSA / MCSE
  • CompTIA Security+

Experience

  • Minimum 3 years of technical support experience (MSP background preferred)
  • Strong knowledge of Microsoft 365, Azure, networking, and endpoint management
  • Proven ability to multitask, prioritize tickets, and deliver within SLAs
  • Excellent communication and customer service skills
BenefitsWhy You'll Love Working Here

HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more

Let's Talk If you're thinking "this sounds like me"—it probably is. Click apply.

We can't wait to meet you.

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