Senior Service Desk Analyst

About the role

The Senior Service Desk Analyst serves as the primary point of contact for internal users, handling a wide range of IT service requests and incidents. You will provide first‑line investigation, diagnose issues, and ensure proper escalation to Level 2 support when needed, while maintaining high service‑level standards.

Key responsibilities

• Act as technical escalation point for Service Desk Analysts before issues are passed to Level 2.
• Conduct trend analysis on common incidents and propose improvements to meet SLA targets.
• Process incidents and requests in line with QBE IT procedures, documenting solutions in the knowledge base.
• Identify and recommend enhancements to technical resolution processes.
• Assist in reviewing new scope for technical and process feasibility.
• Provide guidance, mentorship, and technical training to junior analysts.
• Handle customer escalations related to technical or procedural matters.
• Support performance management and day‑to‑day team coordination.

Required profile

• Minimum 2 years of relevant IT service‑desk experience.
• Strong analytical and problem‑solving abilities in a high‑volume environment.
• Excellent written and verbal communication skills.
• Ability to work flexible shifts, including holidays and weekends, to meet operational needs.

Required skills

• Proficiency with MS Office applications, especially Excel.

What we offer

• Full‑time permanent position.
• Work location options in Cebu Business Park (Cebu City) or Bonifacio Global City (Taguig, Manila).
• Shift‑based schedule with flexibility to support business requirements.