IT Service Desk Analyst

3 days ago

Taguig, National Capital Region, Philippines RecruitNest Consulting Full time


Job Expectations:

  • Position Type: Experienced - Individual Contributor
  • Employment Type: Full-Time; Permanent (Direct Hire)
  • Work Setup & Location: Onsite - BGC, Taguig
  • Work Schedule: Weekdays, Night/Shifting Schedule
  • Industry: IT Consulting & Services

About the Job:

We are looking for a Service Desk Analyst to join our client's team and provide first-level technical support to end users through various communication channels such as calls, email, and chat. The role involves diagnosing and resolving hardware, software, network, and application-related issues, logging and tracking incidents, escalating complex problems to higher-level support teams when needed, and ensuring timely and accurate resolutions in line with established procedures and service level agreements. The Service Desk Analyst also assists in user education, service requests, and system access support, while maintaining high standards of customer service, adherence to company policies, and continuous improvement of service quality.

Qualifications:

  • Graduate of any course (undergraduates with relevant experience are welcome).
  • At least 2 years of IT Service Desk or Technical Support experience, preferably in a BPO or shared services environment.
  • Excellent English communication and interpersonal skills with a strong customer service orientation.
  • Working knowledge of operating systems, MS Office applications, and basic network troubleshooting.
  • Familiarity with ticketing tools and IT support processes.
  • Basic understanding of IT security best practices, VPN, and remote access support.
  • Knowledge of ITIL framework or service management principles is an advantage.
  • Strong analytical and problem-solving skills, with good attention to detail.

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