Service Desk Analyst – Manila

About the role

The Service Desk Analyst will deliver tier‑one technical support to Netrix Global clients, handling calls, emails and ticket escalations. Working onsite in Manila, the analyst ensures incidents are recorded, prioritized and resolved promptly to maintain high customer satisfaction.

Key responsibilities

• Provide timely and accurate tier‑one support via phone and email queues.
• Monitor tickets generated by Network Management Systems and troubleshoot critical network issues.
• Enforce system security and identity‑verification guidelines; create and manage user accounts (MACDs).
• Utilize the Knowledge Base to research, resolve and document incidents.
• Manage incident lifecycle, following up with support teams and users to ensure resolution.
• Provide onsite support at customer locations when required.
• Participate in onboarding, training of new employees and team projects.
• Write technical documentation for the Knowledge Base and contribute to process improvement.

Required profile

• Minimum two years of experience in a fast‑paced technical service desk environment.
• Proven ability to achieve high first‑call resolution rates and meet performance metrics.
• Strong time‑management skills to handle multiple queues and open tickets.
• Excellent communication skills and a customer‑focused attitude.

Required skills

• ITIL framework knowledge.
• Experience with ticketing systems.
• Familiarity with Network Management Systems.
• User account management (MACD) procedures.