Service Desk Analyst II

23-25 Years

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Early Applicant

Job Description

Provide advanced IT support and troubleshooting for end-users
Handle escalated incidents and service requests via phone, email, or ticketing system
Mentor and support junior Service Desk Analysts
Document issues, resolutions, and knowledge base articles accurately
Ensure timely escalation to higher-level teams when required
Deliver excellent customer service with clear and professional communication
Support operations on shifting schedules, including weekends and holidays as needed

Qualifications

At least 23 years of IT/helpdesk/service desk experience
Strong troubleshooting and problem-solving skills
Good to excellent communication skills (verbal and written)
Experience with ticketing tools and IT support processes (ITIL knowledge is a plus)
Willing to work onsite in Makati, Taguig, or Pasig