Service Desk Analyst - Retail Account

We're Hiring: Service Desk Analyst!

We are looking for a customer-focused and technically skilled Service Desk Analyst to provide first-level IT support to end users within a Managed Services environment. The ideal candidate will have strong troubleshooting skills, excellent communication, and experience supporting Windows-based devices in a fast-paced, customer-facing environment.

Location: Taguig, Philippines
Work Mode: Work from Office
Schedule: 24/7 Rotating Shift / On-Call
Role: Service Desk Analyst

What You'll Do:

Provide first-level technical support for desktops, laptops, portable devices, printers, and other end-user equipment.

Diagnose and resolve hardware, software, operating system, and basic connectivity issues.

Perform user administration tasks such as password resets, account creation/deletion, and Microsoft Active Directory administration.

Troubleshoot printers and multifunction devices (MFDs).

Log, track, prioritize, and route incidents and service requests while maintaining accurate documentation.

Identify and document recurring issues for root cause analysis and problem management.

Perform backup checks and raise tickets for any identified errors or failures.

Collaborate with customers, vendors, internal IT teams, and technical support teams to resolve complex issues.

Escalate incidents appropriately and follow through to ensure timely resolution and customer satisfaction.

Create and maintain Knowledge Base articles, processes, and known-error documentation to improve resolution times.

Provide technical training and guidance to customers, engineering teams, and internal stakeholders when required.

Support IT projects and assist Project Managers with project scope, risks, and technical requirements.

Provide onsite technical support at customer locations when required.

Participate in a rotating24/7 shift and/or on-call roster.

What We're Looking For:

Previous experience in a Quick Service Restaurant (QSR), service station/servo, retail, or similar environmentis highly preferred.

Strong experience in a technical customer-facing support role.

Hands-on experience troubleshooting Windows-based desktops/laptops, hardware, and software.

Basic knowledge of printer and MFD troubleshooting.

Working knowledge of Microsoft Active Directory, including account and mailbox administration.

Basic understanding of server technologies such as DHCP, DNS, and Group Policy.

Knowledge of ITIL frameworks and service management practices.

Experience with Point-of-Sale (POS), Kitchen Display Systems (KDS), and Uninterruptible Power Supply (UPS)is an advantage.

Key Skills & Attributes:

Excellent verbal and written communication skills.

Strong customer service and customer-focused mindset.

Excellent time management and ability to prioritize tasks effectively.

High attention to detail with a strong commitment to quality.

Logical, methodical, and analytical approach to troubleshooting.

Ability to work independently and remain effective under pressure.

Adaptable and committed to continuous improvement.

Ability to mentor colleagues and lead by example.

Certifications – Desired:

Microsoft Certified Solutions Associate: Windows 11

Microsoft 365 Certified: Modern Desktop Administrator Associate

Microsoft Certified: Azure Administrator Associate

Microsoft Certified: Security Operations Analyst Associate

ITIL 4 Certification

Ready to take your IT support career to the next level Apply now and join our team!