Service Desk Analyst I

About the role

The Service Desk Analyst I provides tier‑one technical support to Netrix Global’s clients, handling calls, emails, and ticket escalations. The role is based onsite in Manila and operates in a 24/7 service desk environment.

Key responsibilities

• Respond to incoming calls and emails, troubleshoot and resolve basic to moderately complex IT issues.
• Monitor tickets from Network Management Systems, enforce security guidelines, and create user accounts (MACDs).
• Maintain incident records, prioritize tickets, and follow up to ensure timely resolution and customer satisfaction.
• Provide onsite support at customer locations when required and contribute to knowledge‑base documentation.

Required profile

• College degree, technical school, or equivalent experience preferred.
• 1‑3 years of experience in a Help Desk or Service Desk environment.
• Strong oral, written and organizational communication skills.
• Ability to work flexible shifts covering US 1st and 2nd time zones, including weekends and holidays.

Required skills

• Basic knowledge of PCs, operating systems, networks, and hardware concepts.
• Experience with Microsoft Active Directory, Office 365, Microsoft Servers, and Apple macOS/iOS devices.
• Familiarity with email account setup, VPN, Citrix, and ticketing tools.
• CompTIA A+, Network, Microsoft certifications are preferred.

What we offer

• Competitive compensation package and comprehensive group benefits.
• Flexible work arrangements, including remote/home‑office options and occasional travel.
• Casual work environment with opportunities for professional growth.