it service desk

5 hours ago

Makati City, National Capital Region, Philippines Actionlabs IT Services Full time ₱288,000 - ₱360,000 per year

The IT Service Desk Analyst will serve as the first point of contact for all technical support requests within the organization. This role is responsible for providing timely assistance to end users, resolving incidents, and escalating issues when necessary to ensure uninterrupted business operations.

Key Responsibilities:

  • Provide first-level technical support to end users via phone, email, or ticketing system.
  • Troubleshoot hardware, software, and network-related issues for desktops, laptops, printers, and other peripherals.
  • Log, track, and document service requests and incidents using the organization's IT service management (ITSM) tool.
  • Escalate complex issues to the appropriate technical teams and follow up to ensure timely resolution.
  • Assist in user account management, including password resets, access provisioning, and deactivation.
  • Install, configure, and maintain standard desktop applications and operating systems.
  • Support IT onboarding activities, ensuring new employees receive properly configured devices and accounts.
  • Maintain knowledge base articles and contribute to documentation of support procedures.
  • Adhere to IT policies, security standards, and service-level agreements (SLAs).
  • Participate in continuous improvement initiatives to enhance service desk performance and user satisfaction.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • 2-3 years of experience in IT support, helpdesk, or service desk environment.
  • Familiarity with Windows and/or macOS environments, Microsoft 365, and basic networking concepts.
  • Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk, or similar).
  • Strong problem-solving, communication, and customer service skills.
  • Ability to work under pressure and manage multiple priorities effectively.

Job Type: Fixed term

Contract length: 12 months

Pay: Php24, Php30,000.00 per month

Work Location: In person

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