IT Service Desk

Service Desk

Job Summary

We're looking for a customer-focused Service Desk Analyst to provide technical support via phone, email, and chat. The role involves troubleshooting IT issues, managing support tickets, maintaining SLA compliance, and delivering an excellent end-user experience.

Key Responsibilities

• Provide technical support through phone, email, and chat.
• Log, track, and resolve incidents using ticketing tools.
• Troubleshoot VPN, Microsoft Office, and Active Directory issues.
• Manage support queues and meet SLA targets.
• Assist with user onboarding and account setup.
• Document resolutions and escalate complex issues when required.

Required Skills

• Service Desk, Help Desk, or Technical Support experience.
• Incident management and remote troubleshooting.
• Active Directory and Microsoft Office support.
• VPN troubleshooting (GlobalProtect/Cisco AnyConnect preferred).
• Ticketing system experience.
• Strong communication, customer service, and problem-solving skills.

Preferred Experience

• 2+ years in Service Desk or Technical Support.
• Experience supporting global or remote users.
• Knowledge of SLA-driven environments.
• Experience with onboarding and user provisioning.

Education

• IT, Computer Science, Computer Engineering, or related background preferred.
• Relevant Service Desk experience will also be considered.

Certifications (Preferred)

• ITIL Foundation
• CompTIA A+
• Microsoft Certifications

Work Details

• Location: Philippines
• Work Setup: Hybrid
• Employment Type: Full-time
• Schedule: Amenable to shifting schedules

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