Service Desk Analyst
About The Position
The Service Desk Analyst is part of the Information Technology organization and provides dedicated technical support to internal end-users regionally and globally. The role ensures company hardware, operating systems, and related technical procedures adhere to organizational standards so staff can work smoothly and effectively. It requires strong communication, analytical troubleshooting, and customer service skills, along with a proactive, adaptable, and technically capable approach to daily support requests, user access and password management, and hardware asset tracking. The position follows a permanent night-shift schedule supporting the US time zone and a hybrid work model, with on-site attendance at the Manila office at least two days per week. The targeted start date is in late January.
Requirements
- At least 2 years of experience in an IT Help Desk or Service Desk environment, or equivalent training and education.
- Strong functional knowledge of Windows and Apple operating systems, Microsoft Office, and Microsoft 365.
- Experience using ServiceNow for incident logging, queue monitoring, and asset tracking.
- Practical experience managing user accounts and access.
- Hands-on experience with physical hardware asset management, including tracking, handling, and disposal.
- Ability and willingness to work a permanent night shift supporting the US time zone.
- Ability and willingness to work on-site in Manila at least two days per week.
- Strong customer service, communication, analytical troubleshooting, prioritization, organization, collaboration, and technical learning skills.
Nice To Haves
- Experience with Okta is preferred.
- Exposure to Salesforce, WebEx, Active Directory, Exchange, SharePoint, or Oracle is a plus.
- Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician, or ITIL are preferred.
- Candidates with strong ServiceNow and Microsoft 365 skills are encouraged to apply even if they have not worked with WorkspaceOne or Oracle.
Responsibilities
- Respond to technical support requests through instant messaging and ServiceNow tickets, managing an expected average of approximately 10 tickets per day.
- Log, track, and update incidents in ServiceNow; monitor ticket queues and proactively follow up to support resolution.
- Route and escalate unresolved or complex incidents to specialized IT teams.
- Provide first- and second-level incident resolution, including desktop troubleshooting and more complex technical support.
- Resolve common issues involving Microsoft Office applications, access permissions, login failures, and password resets.
- Provide hardware and software support for Apple and Windows operating systems.
- Use internal knowledge bases and external technical resources to diagnose and resolve user issues.
- Maintain accurate hardware inventory records in ServiceNow.
- Assist with physical delivery, installation, and configuration of new or reallocated equipment.
- Manage equipment recovery and coordinate recycling, disposal, or retirement of legacy assets.
- Support local IT teams with on-site hardware and office workspace setup during scheduled office days.
- Coordinate support requirements and handoffs with international IT teams across global sites.
- Liaise with equipment manufacturers and vendors regarding warranty repairs and servicing, and maintain positive vendor relationships.
- Research, identify, and recommend automated and innovative approaches to improve routine administration workflows.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
