Service Desk Analyst – First-Level IT Support

About the role

We are seeking a proactive Service Desk Analyst to join our Managed Services team in Taguig. You will be the first point of contact for end‑users, delivering prompt technical assistance and ensuring a high‑quality customer experience.

Key responsibilities

• Provide first‑level support for desktops, laptops, printers, and portable devices.
• Troubleshoot hardware, software, operating system, and network issues.
• Perform Active Directory tasks such as password resets and account management.
• Log, track, and document incidents and requests accurately.
• Conduct backup checks and escalate problems when needed.
• Collaborate with vendors, customers, and internal teams to improve services.
• Create and maintain knowledge‑base articles and technical documentation.
• Support project‑related activities and assist with technical implementations.
• Deliver exceptional customer service through clear communication.
• Participate in a 24/7 rotating shift and on‑call roster.

Required profile

• Experience in a technical customer‑facing or Service Desk role.
• Prior experience supporting Quick Service Restaurants (QSR) or similar environments.
• Strong troubleshooting skills for Windows‑based desktops and laptops.
• Basic knowledge of printers, MFDs, POS systems, KDS, and UPS devices.
• Familiarity with Active Directory, DHCP, DNS, and Group Policies.
• Good understanding of the ITIL framework.
• Excellent communication, problem‑solving, and customer‑service abilities.
• Ability to multitask, prioritize workload, and work under pressure.
• Strong attention to detail and a commitment to continuous improvement.

Required skills

• Windows desktop and laptop support
• Printers, MFDs, POS, KDS, UPS devices
• Active Directory administration
• DHCP, DNS, Group Policies
• ITIL framework knowledge