Service Desk Analyst - Retail Account
Salary: ₱30,000 – ₱40,000 per month
About the role
Join our team as a Service Desk Analyst – Retail and help ensure the smooth operation of IT systems across retail and quick-service restaurant (QSR) environments. In this customer-facing role, you will diagnose and resolve technical issues, manage incidents and service requests, and deliver exceptional customer service to support the smooth operation of IT systems.
Key responsibilities
Diagnose and resolve hardware, software, and operating system issues involving desktops, laptops, portable devices, and printers
Perform first-level administration tasks, including password resets, user account creation and deletion, and mailbox administration
Provide basic support for Microsoft Active Directory, DHCP, DNS, Group Policy, and other related server technologies
Conduct backup checks, identify errors, and raise tickets for further investigation
Log, track, prioritize, and route incidents and service requests while documenting resolutions accurately
Identify recurring issues and create problem records for root cause analysis
Manage complex technical issues within the team and provide escalation support when required
Maintain knowledge base articles, troubleshooting guides, and documentation to improve resolution times
Communicate with customers, vendors, and internal teams to resolve technical issues and improve service delivery
Visit customer sites when necessary to provide hands-on technical assistance
About you
Working knowledge of Windows desktop and laptop hardware, software, and operating systems
Basic troubleshooting skills for printers and multifunction devices (MFDs)
Familiarity with Microsoft Active Directory, account administration, mailbox administration, DHCP, DNS, and Group Policy
Knowledge of ITIL frameworks and IT service management practices
Previous experience in a quick-service restaurant (QSR) or service station (servo) environment is essential
Strong experience in a technical, customer-facing support role
Background in service desk operations, incident management, and technical troubleshooting
Excellent verbal and written communication skills
Strong customer service orientation and interpersonal skills
Effective time management and the ability to prioritize tasks and meet deadlines