Service Desk Analyst

24 hours ago

Manila, National Capital Region, Philippines Staff Domain Inc Full time ₱300,000 - ₱600,000 per year

Set-up and Location: Onsite | Ortigas, Pasig (Hybrid option may be available)

Work Schedule: 8:30 AM - 5:30 PM (AEST) | 6:30 AM - 3:30 PM (PH Time)

On-Call: Required after AU shift

Ready to be part of a team that keeps businesses running smoothly?

We're looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic, client-focused Managed Service Provider (MSP) team supporting Australian clients.

In this role, you'll be the first point of contact for customers needing technical support across software, hardware, telephony, cybersecurity, internet, and networking. You'll troubleshoot issues, resolve tickets, and ensure customer satisfaction, all while collaborating with technical experts and external vendors to maintain smooth IT operations.

This is an exciting opportunity for someone passionate about problem-solving, technology, and delivering world-class customer support in a fast-paced environment.

What You'll Do

Service Desk Support (60%)

  • Provide frontline support via phone, email, and remote tools, managing daily ticket queues
  • Log all incidents in ConnectWise Manage and document resolutions in IT Glue.
  • Prioritize phone communication to build rapport and uncover additional issues or upsell opportunities.
  • Deliver timely resolutions within SLA targets, escalating issues as needed.
  • Assist with client onboarding and system training.
  • Coordinate with third-party vendors (e.g., ISPs) for issue resolution.
  • Support onsite requests when required.

Network Operations (10%)

  • Manage NOC tickets, including system monitoring, patching, and backup troubleshooting.
  • Use RMM tools such as N-Able, ImmyBot, or JAMF Pro for proactive maintenance.
  • Monitor firmware/software updates on Firewalls, Servers, Switches, Access Points, and PBX systems.

Security Operations (10%)

  • Monitor and respond to cybersecurity incidents for internal and client environments.
  • Assist in incident response, root cause analysis, and Secure Score reviews.
  • Contribute to ISO compliance and cybersecurity awareness initiatives.

Project Work (10%)

  • Support infrastructure and cloud migration projects.
  • Handle new machine builds, tenancy configurations, and data migrations.

Continuous Improvement & Governance (10%)

  • Update documentation, refine processes, and share technical knowledge with the team.
  • Identify recurring issues and suggest automation or long-term fixes.
  • Participate in training and certification programs for professional growth.

Why You'll Love Working Here

HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)

Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)

Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more

Let's Talk If you're thinking "this sounds like me"-it probably is. Click apply.

We can't wait to meet you.

  • Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Netrix Global Full time ₱250,000 - ₱500,000 per year

    About The Opportunity  This Service Desk Analyst position is a Remote Philippines based role. At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with...

  • Service Desk Analyst

    3 days ago

    Manila, National Capital Region, Philippines CAI Full time $40,000 - $60,000 per year

    Service Desk AnalystReq number:R6493Employment type:Full timeWorksite flexibility:RemoteWho we areCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a...

  • Service Desk Analyst

    3 days ago

    Manila, National Capital Region, Philippines CAI Full time $30,000 - $60,000 per year

    Service Desk AnalystReq number:R6492Employment type:Full timeWorksite flexibility:RemoteWho we areCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Espire Infolabs Full time ₱30,000 - ₱60,000 per year

    Relevant experience in Service Desk Analyst with a strong customer interaction experienceGood troubleshooting skillsExposure to Active Directory, DNS, DHCP, and VPNWilling to work in a 24x7 environment and provide weekend coverage, if needed.Ability to multitask in a fast-paced environment.Excellent ability to learn and articulate technical concepts.Strong...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Capgemini Full time ₱300,000 - ₱450,000 per year

    Role Qualifications 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.1 - 2 years' experience supporting the following hardware and software: PC, Macintosh,...

  • Service Desk Analyst

    24 hours ago

    Manila, National Capital Region, Philippines Happy Staffers Full time ₱348,000 - ₱588,000 per year

    Job Description:We are looking for a skilled and customer-focused Service Desk Analyst to join our IT team. The role involves providing first-level support for IT incidents and service requests, ensuring quick resolution and excellent customer service.Key Responsibilities:Act as the first point of contact for users via phone, email, or ticketing system.Log,...

  • IT Service Desk Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Outsourced Full time ₱250,000 - ₱400,000 per year

    Job DescriptionCompany Description is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and...

  • Service Desk Analyst L1

    3 days ago

    Manila, National Capital Region, Philippines Wipro Limited Full time ₱1,000,000 - ₱2,500,000 per year

    Job Title: Service Desk Analyst L1 Req Id: City: Manila State/Province: Manila Posting Start Date: 11/4/25 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of...

  • Service Desk

    3 days ago

    Manila, National Capital Region, Philippines KMC Solutions Full time ₱80,000 - ₱120,000 per year

    Make your next big career move by applying as KMC Solutions' next GLOBAL SERVICE DESK ANALYST (PLM BILLING ANALYST)Business Analyst with strong experience in SAP PLM, Agile PLM, and manufacturing systems (eMES/AMS). Specialize in analyzing order and billing data, investigating open sales items, and resolving system-related issues to support accurate and...

  • Service Desk Analyst

    3 days ago

    Manila, National Capital Region, Philippines CAI Full time ₱80,000 - ₱120,000 per year

    Service Desk AnalystReq number:R6548Employment type:Full timeWorksite flexibility:RemoteWho we areCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a...