IT Service Desk Analyst

Application Deadline: 30 April 2026

Department: IT

Employment Type: Full Time

Location: Back Office

Compensation: ₱30,000 - ₱70,000 / month

Description

We're looking for a go-getter who is passionate about IT and wants to learn how to do it all! The IT Service Desk Analyst is responsible for providing onsite first-level support to users of desktop, laptop, phone, printer, and mobile technology devices and optimizing setups for different industries. The IT Service Desk Analyst position will be responsible for assisting all personnel while documenting the steps taken for resolution in a timely manner. 

Key Responsibilities

• Provide onsite, in-person technical support to all employees via support ticketing system, inbound phone calls, email, and possibly text for all company systems and software.
• Ensure that all support requests are properly input and tracked within the support ticketing system.
• Diagnose and Resolve:
  • Hardware related issues efficiently by troubleshooting configuration and applying driver updates and documenting steps and escalating to other IT teams as necessary
  • VPN related issues quickly and efficiently to enable remote staff to connect to corporate network securely
  • VoIP related issues quickly and efficiently to ensure end user has access to corporate telephone network
  • Document scanning/printing related issues quickly and efficiently
  • Connectivity, sign-on, or Windows issues
• Actively coordinate with team members and other service support groups to effectively resolve incidents and requests.
• Maintain standard SLA response rates for outstanding issues
• Perform brief application deployments consistent with organizational needs as directed by management.
• Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible.
• Upload and find new software for different employee setups
• Create and/or follow technical documentation, system documentation, knowledge articles, and self-help references.
• Help Imaging and re-imaging of equipment.
• Stay abreast of the latest trends and developments in hardware and imaging technology, making recommendations for upgrades or new acquisitions that could enhance distribution efficiency.

Skills, Knowledge, and Expertise

• College degree in Information Technology or Computer Science 
• At least 2 years of providing direct support to employees or customers
• Experience in Active Directory and desktop support are a must
• Developed a sense of professionalism, combined with an outgoing and friendly demeanor, and exceptional personal and customer service skills
• Effective communication skills, and significant patience and empathy in interacting with all employees and staff
• Strong Customer Service skillset
• Strong troubleshooting skills with Windows, Office, IE/Chrome browsers, general networking, Active Directory domains, and a wide variety of mobile devices.
• Familiarity supporting Mac OS X desktops and laptops.
• Experience working within a ticketing system.

Benefits

• Above market salary
• HMO for principal and two dependents
• Paid leave incentives of 22 days + US holidays
• Government-mandated benefits
• Performance-based Incentives
• Quarterly Company Events
• In-depth training for career growth
• Great Company Culture and HR experience
• 1,000 PHP De Minimis
• Equipment and software provided