Service Desk Analyst

About the role

Netrix Global is seeking a Service Desk Analyst to provide tier‑one technical support to clients via calls, emails and ticket escalations. The role is based onsite in Manila and involves diagnosing and resolving a range of technical issues while ensuring high first‑call resolution and customer satisfaction.

Key responsibilities

• Respond to incoming call and email queues, providing timely tier‑one support.
• Monitor tickets from Network Management Systems, troubleshoot issues, and escalate as needed.
• Enforce system security and identity verification, create user accounts and manage access rights.
• Maintain user relationships by educating clients on system operations and applications.
• Utilize the Knowledge Base to resolve incidents in line with incident management standards.
• Manage incident lifecycle, follow up with support personnel and users to ensure resolution.
• Provide onsite support at customer locations and participate in user account management projects.
• Document technical procedures for the Knowledge Base and contribute to team improvement projects.

Required profile

• College degree, technical school, or equivalent experience preferred.
• Excellent oral, written and organizational communication skills.
• Minimum 1‑3 years of experience in a Help Desk/Service Desk or similar IT role.
• Basic knowledge of PCs, operating systems, applications, networks and hardware concepts.
• Ability to work effectively in a team and meet performance metrics.

Required skills

• CompTIA A+, Network, Microsoft certifications (preferred).
• Experience setting up email accounts, VPN and Citrix.
• Knowledge of Active Directory, Microsoft Office 365, Microsoft Servers.
• Familiarity with Apple macOS, iOS devices (iPhone, iPad, MacBook).

What we offer

• Competitive compensation package and comprehensive group benefits.
• Flexibility, time off as needed and a casual work environment.
• Opportunities for professional development and training.