L1 IT Service Desk Analyst

Your Tech Expertise Powers Global Teams Every Day

Imagine sharpening your IT expertise while keeping the space to recharge, create, and enjoy the life you're building. Step into a role that lets you solve real tech challenges, learn continuously, and stay grounded in what matters. Take that next leap forward without burning out; your future in IT deserves both purpose and peace.

What You'll Do in This Role

Be part of our team as an
L1 IT Service Desk Analyst
, providing front-line technical support, resolving software and hardware concerns, and assisting end-users across multiple sites. You will handle tickets, maintain IT documentation, ensure SLA compliance, support infrastructure initiatives, and collaborate with cross-functional teams.

Your Role at a Glance

Employment type: Full-time

Shift: Shifting

Work setup: Onsite (Davao)

Perks That Keep Life Balanced

• Competitive salary package
• Prime office location in Davao (easy access to PUV stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with minimum 6 months tenure)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit
  
  )
• Free 24/7 access to office gyms (Ortigas and Makati) with a physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves to use however you like (5 convertible to cash)
• Fun employee engagement activities
• Mentorship and exposure to global leaders
• Career growth opportunities
• Diverse and supportive work environment

What You'll Need to Succeed

• Bachelor's degree in Information Technology, MIS, or equivalent experience
• At least 1 year of experience in IT support or related roles
• Strong knowledge in at least three of the following:
• Windows 10/7/2000/XP/Vista
• Microsoft Office/Outlook/Internet Explorer
• Windows Server, Active Directory
• LAN/WAN, TCP/IP
• IIS, ISA, Exchange
• Avaya or Nortel systems
• ITIL qualification and multilingual skills are a plus
• Excellent oral and written English communication skills
• Assertive, customer-focused, and adaptable under pressure
• Comfortable with light manual workstation tasks
• Willing to work in rotational shifts

What You'll Take Ownership Of

Technical Support

• Provide first-level assistance for hardware and software issues
• Diagnose issues and resolve or fulfill service tickets
• Deliver timely and accurate support
• Analyze and resolve end-user problems
• Provide remote support to users across sites
• Monitor and log incidents via email or phone through the IT Ticketing System
• Evaluate hardware/software performance and recommend improvements
• Complete software and hardware service requests

Ticket Handling & SLA Management

• Categorize and prioritize tickets
• Manage service requests to ensure SLA compliance
• Escalate tickets approaching SLA breaches
• Track and update tickets throughout their lifecycle

Communication & Documentation

• Provide clear technical guidance via email, chat, or phone
• Communicate updates following SLA standards
• Maintain accurate documentation and reports
• Collaborate with internal/external teams
• Generate and review IT performance/incident reports

Collaboration & Infrastructure Support

• Install, configure, and maintain IT infrastructure
• Participate in cross-functional projects
• Design and repair network cabling
• Support maintenance and disaster recovery testing
• Coordinate with Level 2 for compliance and malware management
• Manage Active Directory, servers, and workstations
• Participate in a 24x7 rotational support schedule

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024.
With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra