Service Desk Analyst - Retail

Are you passionate about IT support and delivering exceptional customer service Join our team as aService Desk Analyst – Retailand help ensure the smooth operation of IT systems across retail and quick-service restaurant (QSR) environments. If you have strong troubleshooting skills, enjoy solving technical challenges, and thrive in a customer-facing role, we'd love to hear from you!

Location:Taguig, Philippines
Work Setup:Onsite for the first 3 months, with a hybrid arrangement thereafter
Role:Service Desk Analyst – Retail

Provide Technical Support

• 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.
  
  

Manage Incidents and Service Requests

• 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.
  
  

Deliver Excellent Customer Service

• Communicate with customers, vendors, and internal teams to resolve technical issues and improve service delivery.

• Provide technical guidance and training to customers, engineering teams, and other internal stakeholders.

• Support technical projects by assisting project managers with scope, risks, and service requirements.

• Visit customer sites when necessary to provide hands-on technical assistance.
  
  

Maintain Service Excellence

• Meet individual performance targets and service-level agreements (SLAs).

• Participate in a rotating 24/7 shift schedule and/or on-call roster as required.

• Follow company policies, procedures, and established IT service management practices.

• Contribute to continuous improvement initiatives and support additional responsibilities as assigned.
  
  

Technical Skills

• 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.

• Experience with retail technologies, such as Point of Sale (POS) systems, Kitchen Display Systems (KDS), and Uninterruptible Power Supply (UPS), is an advantage.
  
  

Experience

• 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.
  
  

Key Personal Attributes

• 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.

• High attention to detail, accuracy, and quality of work.

• Logical, methodical, and analytical approach to problem-solving.

• Ability to work independently, stay motivated, and perform under pressure.

• Adaptability and a commitment to continuous improvement.

• Willingness to mentor colleagues, share knowledge, and lead by example.
  
  

If you're eager to apply your technical expertise in a retail environment and help deliver reliable IT services, we'd love to hear from you!

Apply now and grow your career with us!