Service Desk Analyst

2 days ago

Mandaluyong City, National Capital Region, Philippines Microgenesis Business Systems Full time ₱300,000 - ₱450,000 per year

This role is critical in delivering timely and professional support to users, ensuring incidents and service requests are logged, prioritized, escalated, and resolved in accordance with ITIL-aligned service management practices.

1.Incident Management & Technical Support

  • Serve as the first point of contact for IT-related issues via phone, email, chat, or ticketing system.

  • Escalate complex issues to Level 2 or Level 3 support teams while maintaining ownership of the incident.

  • Service Request Management

  • Assist users with password resets, account unlocks, and access management via Active Directory.

  • Provide basic troubleshooting for Office 365, VPN connectivity, and enterprise applications.

  • Install and configure approved software and applications on user devices.

  • ITIL Best Practices & Ticketing System Management

  • Log all incidents, service requests, and changes in the IT Service Management (ITSM) system.

Qualifications:

  • Bachelor's Degree in Information Technology, Computer Science, or a related field.
  • 1 year of experience in an IT Service Desk or technical support environment.
  • Familiarity with ITIL framework.
  • Familiarity with ticketing systems (e.g., ServiceNow, FreshService, JIRA Service Management).

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