Service Desk Analyst

About the role

We are seeking a Service Desk Analyst to provide first‑level technical support to our users in Taguig. The role combines troubleshooting, ticket management, and collaboration with IT teams to ensure smooth daily operations.

Key responsibilities

• Deliver first‑level support via phone, email, and chat.
• Troubleshoot hardware and software issues efficiently.
• Monitor and manage tickets in the incident tracking system.
• Escalate complex problems to senior IT teams when needed.
• Document solutions and maintain knowledge‑base articles.
• Assist with onboarding new employees, handling IT setup and training.

Required profile

• Minimum 2 years experience in a service desk or technical support role, preferably in an MSP environment.
• Proficiency with Windows operating systems and the Microsoft Office suite.
• Strong communication skills and a customer‑centric attitude.
• Ability to work independently and as part of a flexible team.
• Relevant certifications such as CompTIA A+ or ITIL are a plus.

Required skills

• Windows OS
• Microsoft Office Suite
• IT ticketing systems