MSP Service Desk Analyst

Job Summary:

The Service Desk Analyst serves as a key point of contact for end users requiring technical support and IT services. This role is responsible for resolving complex technical issues, escalating unresolved incidents, and providing guidance to junior service desk staff. The Senior Service Desk Analyst ensures high levels of customer satisfaction by delivering timely and effective support, maintaining service quality, and driving continuous improvement initiatives. Additionally, this position plays a pivotal role in incident management, root cause analysis, and documentation of support procedures.

Job Responsibilities:

• Handle incoming support requests via ticketing systems, phone, and other communication channels.
• Perform initial triage, troubleshooting and resolution of basic to intermediate IT issues.
• Manage user onboarding and IT-related requests.
• Escalate complex cases to higher-level engineers.
• Conduct system testing, updates, audits, and maintain accurate documentation.
• Perform routine system checks and report any irregularities.
• Assist in maintaining an inventory of IT assets and ensuring system security compliance.
• Recommend process improvements to enhance service desk efficiency and user satisfaction.

Job Responsibilities:

• Graduate of Bachelor's Degree in Information Technology, Computer Science or any related field.
• Strong technical Skills in workstation operating systems and business IT infrastructure.
• At least 3-5 years work experience in the related field.
• Knowledgeable in networking fundamentals, Microsoft 365, Microsoft Azure and Security Basics.
• Excellent communication skills and customer service abilities for frequent interaction with U.S Based clients.
• Team player; willingness to learn and take on advanced responsibilities.
• Can start immediately.

Pay: From Php40,000.00 per month

Application Question(s):

• How much is your expected salary?

Experience:

• MSP Environment company: 5 years (Required)
• Service Desk : 5 years (Required)

Work Location: Remote