IT Service Desk Analyst I

17 hours ago

Makati City, National Capital Region, Philippines Emapta Full time ₱180,000 - ₱250,000 per year

Balance Tech and Life, All in One Career

Be the frontline hero ensuring seamless IT operations for a fast-paced financial environment. Join a workplace that values both performance and peace of mind. Here, your expertise powers global technology systems while your free time remain yours. Enjoy a career that lets you grow in the IT field-without losing sight of what matters beyond work.

Job Description

As an IT Service Desk Analyst I, you'll be the first point of contact for all technical issues, providing remote support for desktops, networks, and business systems. You'll resolve incidents efficiently, document each solution with accuracy, and help keep critical operations running smoothly for a global financial team.

Job Overview

Employment type: Full-time

Shift: Night shift, Shifting

Work setup: Onsite, Makati

Exciting Perks Await

  • Day 1 HMO coverage with free dependent
  • Competitive Salary Package
  • Night differential pay to maximize your earnings
  • Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
  • Salary Advance Program through our banking partner
  • (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
  • Unlimited upskilling through Emapta Academy courses
  • (Want to know more? Visit )
  • Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
  • Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
  • Unlimited opportunities for employee referral incentives across the organization
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Career growth opportunities
  • Diverse and supportive work environment

The Qualifications We Seek

  • 2 years of equivalent work experience or Associate degree in Computer Science
  • Developed sense of professionalism with a friendly, approachable demeanor
  • Exceptional personal and customer service skills
  • Effective communication skills, patience, and empathy when assisting users
  • Strong customer service mindset

Success Criteria:

  • Continuous improvement in meeting daily ticket counts and workload share
  • Maintaining standard customer satisfaction rates across all service categories
  • Demonstrated professionalism and advocacy for company values

Your Daily Tasks

Service Desk Responsibilities

  • Maintain standard SLA response rates for all outstanding issues
  • Provide remote technical support via ticketing system, phone, chat, email, and web for all company systems and software
  • Ensure all support requests are properly logged and tracked

Diagnose and resolve:

  • VPN-related issues for remote connectivity
  • VoIP-related issues for corporate phone systems
  • LOS (Loan Origination Systems) issues such as Encompass
  • Document scanning and printing issues
  • Coordinate with team members and other support groups for quick resolutions
  • Escalate complex issues to Level II staff if unresolved within 20 minutes
  • Perform software deployments as directed by management

Quality, Migration, and Maintenance

  • Review and follow standard operating procedures and documentation
  • Support IT leadership in advancing organizational technology initiatives
  • Create and maintain technical and self-help documentation

About the Client

Empowering Financial Progress Through Technology

Our client is a leading financial services firm known for combining innovation and customer focus. They provide comprehensive mortgage and lending solutions powered by robust IT systems and modern infrastructure. With nationwide operations and a people-first culture, they continue to set the standard in financial technology excellence.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and global opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global brands while growing your professional expertise-because at Emapta, your success is our shared mission.

#EmaptaEra

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