Service Desk Analyst

Job Summary

We are looking for a reliable and customer-focused Service Desk Analyst to provide first-level technical support to internal users and clients. The role is responsible for troubleshooting hardware, software, network, and system-related issues while ensuring timely resolution and excellent customer service.

The ideal candidate has strong communication skills, technical troubleshooting experience, and the ability to work in a fast-paced environment.

Key Responsibilities

• Provide Level 1 technical support via phone, email, chat, or ticketing system
• Diagnose and troubleshoot hardware, software, internet, and system-related concerns
• Log, track, and update incidents and service requests in the ticketing system
• Escalate unresolved or complex issues to appropriate support teams
• Install, configure, and maintain desktops, laptops, printers, and software applications
• Assist users with password resets, account access, and system navigation
• Monitor and follow up on open tickets to ensure timely resolution
• Maintain accurate documentation of technical issues and solutions
• Support onboarding and offboarding activities including account setup and equipment preparation
• Ensure compliance with IT policies, security standards, and procedures

Qualifications

• Excellent communication skills - Verbal and Written
• At least 1 year of experience in IT Helpdesk, Service Desk, or Technical Support
• Willing to work onsite in San Pedro, Laguna
• Amenable to shifting schedule