Service Desk Analyst

1 hour ago

Manila, National Capital Region, Philippines POWER IT SERVICES Full time ₱25,000 - ₱500,000 per year

Act as the first point of contact for enterprise users of a Tele performance global client. Log, classify, and resolve IT incidents within SLA.

Responsibilities
:


• Provide L1 support for applications, accounts, email, and hardware


• Log incidents using ITSM tools (Service Now, Remedy, Jira)


• Reset credentials, unlock accounts, assist with access management


• Follow ITIL-based service desk processes


• Escalate high-priority incidents following escalation matrix


• Track and close tickets with proper documentation

Requirements:


• 2 years' experience in IT service desk or tech support


• Familiarity with ITIL foundation concepts


• Strong customer service and English communication


• Ability to work rotating schedules

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