Service Desk Analyst – Tier 1 Support

About the role

The Service Desk Analyst provides tier‑one technical support to Netrix Global’s clients, handling calls, emails, and ticket escalations. The role is remote for candidates located in Manila or Cebu and involves monitoring queues, diagnosing issues, and ensuring timely resolution.

Key responsibilities

• Respond to incoming calls and emails, delivering accurate tier‑one support.
• Monitor tickets from Network Management Systems, troubleshoot, and escalate critical problems.
• Manage user accounts, access rights, and MACD changes.
• Maintain incident records, follow up with support teams, and ensure customer satisfaction.
• Provide onsite support at customer locations when required.
• Document procedures and contribute to the knowledge base.

Required profile

• College degree, technical school, or equivalent experience.
• 1‑3 years of Help Desk/Service Desk experience.
• Strong oral, written, and organizational communication skills.
• Ability to work in a 24/7 shift environment, including weekend coverage.

Required skills

• Google Workspace troubleshooting and administration.
• Apple macOS support.
• Basic knowledge of PCs, operating systems, networks, and hardware.
• Active Directory, Microsoft Office 365, Microsoft Server concepts.
• VPN and Citrix configuration.
• CompTIA A+, Network, Microsoft certifications (preferred).

What we offer

• Competitive compensation and comprehensive group benefits.
• Flexible remote work environment with occasional travel.
• Opportunities for professional development and certification support.