Service Desk Analyst

Service Desk Analyst (L1) – International Account

Location: Quezon City, PhilippinesWork Setup: Onsite

Employment Type: Full-timeSalary: Up to PHP 40,000 packageSchedule: Shifting scheduleOpen Positions: 3Job DescriptionWe are looking for experienced Service Desk Analysts to provide first-level technical support to international users.

The ideal candidate should have strong troubleshooting skills, excellent communication abilities, and hands-on experience supporting global service desk operations.Key ResponsibilitiesProvide first-line technical support through phone, email, chat, and web-based channels.Troubleshoot hardware, software, operating system, and application-related issues.Support Microsoft 365, Active Directory, VPN, Intune, and remote support tools.Log, categorize, prioritize, and manage incidents using ServiceNow (SNOW) or an IT service management tool.Follow established troubleshooting procedures, knowledge base articles, and service management processes.Monitor and adhere to Service Level Agreements (SLAs), key performance indicators (KPIs), and First Call Resolution (FCR) targets.Escalate unresolved issues to the appropriate technical teams and follow up until resolution.Maintain accurate ticket documentation and provide timely updates to users.Deliver excellent customer service while ensuring a positive user experience.Required QualificationsMinimum 2.5 years of international/global service desk experience in a single company.Hands-on knowledge of ServiceNow (SNOW), Active Directory, VPN, Microsoft 365, Intune, and remote support tools.Experience troubleshooting hardware, software, Windows operating systems, and end-user applications.Understanding of SLAs, KPIs, and FCR.Excellent verbal and written communication skills.Stable employment history; candidates with frequent job changes or short employment stints will not be considered.Experience supporting international accounts is mandatory; local-account experience alone will not qualify.Must be willing to work on a shifting schedule and report onsite in Quezon City.Must be available to start as soon as possible.What We OfferSalary package of up to PHP 40,000, depending on experience and qualifications.Opportunity to work in an international service desk environment.Exposure to enterprise IT support tools and processes.Interested candidates: Apply now and take the next step in your IT service desk career!