L1 Service Desk Analyst

4 days ago

Ortigas Metro Manila, Philippines iSupport Worldwide Full time ₱900,000 - ₱1,200,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Service Desk Analyst (Level 1 Support) to provide first-line technical assistance to clinical and business end-users. You will handle connectivity, software, hardware, telephony, and smart device issues while managing high-volume cases. This role requires strong troubleshooting skills, accurate documentation, and a focus on customer satisfaction in a fast-paced IT support environment.

You will provide the best service to our partner brands by performing these tasks:

  • Provide Level 1 technical support via phone, email, and chat for connectivity, telephony, software, hardware, peripherals, and smart devices
  • Use ServiceNow to log issues, search KB articles, record troubleshooting steps, and escalate tickets when needed
  • Manage a daily caseload of 40–50 calls while meeting productivity and quality standards
  • Assist with basic software questions and routine requests
  • Identify major customer issues and follow escalation procedures
  • Coordinate with cross-functional teams to relay relevant information
  • Recommend updates to the knowledge base for continuous improvement
  • Analyze incidents and service requests for correct prioritization and classification
Who are we looking for?
  • 2+ years' experience in a Service Desk or IT Support role
  • Proficiency with ServiceNow or similar ticketing software
  • Strong technical troubleshooting skills for common hardware, software, and connectivity issues
  • Working knowledge of Microsoft Excel, Word, Access, and Outlook, including spreadsheet creation and analysis
  • Familiarity with internet browsers and search engine use for troubleshooting
  • Analytical ability to resolve increasingly complex technical or administrative problems
  • Strong customer service orientation, communication, and follow-up skills
  • Ability to work independently and adapt in a dynamic, fast-paced environment
Company Perks:
  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

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