Service Desk Manager

2 days ago

Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱800,000 - ₱1,200,000 per year

Service Desk Analyst

We're looking for an L1 Service Desk Analyst to be the first point of contact for IT support. You'll handle day-to-day technical issues, log tickets, and make sure users get timely assistance. Complex cases will be escalated to higher-level teams, but you'll own the initial response and troubleshooting.


Key Responsibilities
  • Serve as the first line of support for IT issues via phone, email, or chat.
  • Provide basic troubleshooting for hardware, software, network, and account-related problems.
  • Perform password resets, account unlocks, and software installation requests.
  • Accurately log, track, and close incidents and service requests in the ticketing system.
  • Escalate unresolved issues to Level 2/3 support teams with clear documentation.
  • Maintain knowledge base articles and FAQs to support quick resolution.
  • Deliver excellent customer service with clear communication and follow-ups.

Must-Have Qualifications
  • 1–2 years of experience in IT support or customer service (fresh grads with IT background may also apply).
  • Basic knowledge of Windows, MS Office, email systems, and networking concepts.
  • Familiarity with ticketing tools (e.g., ServiceNow, Remedy, JIRA, Zendesk).
  • Strong communication and problem-solving skills.
  • Ability to work in a shifts/24x7 support environment, if required.

Good-to-Have
  • IT certifications (CompTIA A+, ITIL Foundation, Microsoft MCSA, etc.).
  • Experience supporting remote users and virtual environments.
  • Exposure to Active Directory and enterprise systems.

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