Service Desk Analyst

2 weeks ago

Makati City, National Capital Region, Philippines Emapta Full time ₱104,000 - ₱130,878 per year

Turning Tech Challenges into Seamless Solutions

In the fast-moving IT services industry, every solution you provide connects businesses across the globe. Here's your chance to build a career that goes beyond borders, gain international exposure, and level up your skills-all while staying rooted at home and thriving in a truly global tech environment.

Job Description:

As a Service Desk Analyst, you will be at the forefront of IT support, handling tickets, calls, and emails while ensuring issues are resolved on time. You'll guide users through technical problems, track progress, and deliver excellent service while contributing to a culture of collaboration and innovation.

Job Overview:

Employment type: Full-time

Shift: Day Shift

Work setup: Hybrid, Makati

Exciting Perks Await

  • Day 1 HMO coverage with free dependent
  • Competitive Salary Package
  • Hybrid work arrangement
  • Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
  • Day shift schedule
  • Fixed weekends off
  • Internet Allowance worth PHP 3,000
  • 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

  • 1 year of relevant experience
  • Experience working with different IT service desk ticketing tools
  • Proven track record within IT, NOC, and ISP environments
  • Strong understanding of troubleshooting and problem-solving of technical issues (machine or network)
  • Ability to work under pressure
  • Excellent verbal and written English communication skills
  • Exceptional customer service (verbal and written)
  • Ability to adapt to organizational changes

Your Daily Tasks

Technical Expertise

  • Answer all calls presented to the Agent from the queue management system
  • Process all incoming emails to the Helpdesk inboxes
  • Process all tickets in the unassigned ticket queue
  • Manage open tickets as assigned to ensure that tickets meet the associated SLA
  • Keep customers informed of job progress as appropriate or as required by contract
  • Follow escalation procedures
  • Prepare reports

Leadership & Personal Development

  • Foster a strong team culture, embrace ASI values and drive a commitment through these to achieve the vision of being recognised as a trusted and innovative solutions provider of choice
  • Support, develop, and mentor colleagues to ensure business and operational plans and goals are achieved, and objectives are communicated and implemented effectively
  • Assess individual performance and development and find ways of improving

About the Client

Driving IT Innovation with Excellence

Our client is a trusted technology solutions provider delivering world-class IT services that empower businesses to thrive in a fast-paced digital landscape. With expertise in managed services, cloud, and infrastructure, they partner with global organizations to create seamless, secure, and innovative solutions that help teams achieve operational excellence and long-term growth.

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 proudly stands alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a collaborative work culture. Supported by a strong foundation and passionate professionals, you'll gain opportunities for personal and professional growth in an inclusive environment. Apply now and be part of the #EmaptaEra

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