Service Desk Analyst

Salary: ₱35,000 – ₱40,000 per month

Key Responsibilities

• Provide first-line technical support to international users through phone, email, chat, and web channels.

• Create, categorize, prioritize, assign, track, escalate, and close service tickets using ServiceNow or similar ticketing systems.

• Troubleshoot technical issues involving Microsoft Office 365, Outlook, VPN, Active Directory, Windows operating systems, printers, Webex, Jabber, and other supported applications.

• Assist users with hardware and software configuration, including desktops, laptops, MacBooks, mobile devices, tablets, and multifunction printers.

• Follow established Knowledge Articles, Known Error Databases (KEDBs), SOPs, and SOWs to identify appropriate workarounds and resolutions.

• Ensure timely incident resolution in accordance with defined SLAs and support processes.

• Escalate unresolved issues to L1.5, L2, or other appropriate resolver groups.

• Coordinate with other support teams to follow up on outstanding tickets and ensure timely resolution.

• Conduct callbacks to users to verify issue resolution and address follow-up requests.

• Identify recurring incidents, monitor ticket trends, and report potential system outages to the team lead or appropriate support team.

• Create and link child tickets to problem tickets when necessary.

• Maintain accurate ticket documentation and recommend updates to the knowledge base when appropriate.

• Deliver excellent customer service while maintaining professional telephone etiquette and effective communication.

• Work collaboratively with distributed teams while managing individual responsibilities and meeting performance targets.

Qualifications and Requirements

• 2–3 years of experience in an international Service Desk or IT Help Desk environment, preferably with voice support experience.

• Strong troubleshooting skills in Microsoft Office 365, Outlook, VPN, Active Directory, Windows operating systems, printers, and other common IT applications.

• Experience using ServiceNow or similar IT service management and ticketing tools.

• Experience providing technical support through phone, email, and chat.

• Working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.

• Familiarity with Windows desktops and laptops, MacBooks, mobile devices, tablets, and basic PC hardware configuration.

• Understanding of IT infrastructure management processes and the ITIL framework.

• Excellent verbal and written English communication skills.

• Strong customer service, interpersonal, and problem-solving skills.

• Good time management skills and the ability to work under pressure.

• Willingness to work on a night shift in a 24/7 support environment, including weekends and holidays as required.

• Ability to work independently and collaboratively with a team.

• Willingness to learn, adapt, and continuously develop technical skills.