L1 IT Service Desk Analyst | Onsite | Pampanga

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Job Description

As an L1 IT Service Desk Analyst, you will deliver first-level support for hardware and software issues, manage tickets, maintain SLAs, and ensure seamless user experience across various IT systems and platforms.

Job Overview

Work setup: Onsite, Ortigas/Quezon City/Makati/Pampanga

• Competitive Salary Package
• Prime office location in NCR and Pampanga (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• BS in Information Technology, MIS, or equivalent experience
• 1-2 years of experience in a similar support role preferred
• Strong knowledge in three or more of the following:
• Windows 10/7/2000/XP/Vista support
• Microsoft Office/Outlook/Internet Explorer
• Windows Server, Active Directory
• LAN/WAN, TCP/IP
• IIS, ISA, Exchange
• Avaya or Nortel systems
• ITIL qualification and multilingual skills are a plus
• Excellent oral and written English communication skills
• Assertive, customer-focused, and adaptable under pressure
• Comfortable doing light manual tasks at a workstation
• Willing to work in rotational shifts

Your Daily Tasks

• Provide first-level technical assistance for hardware and software issues, including printing, installations, word processing, email, and operating systems-both locally and remotely
• Diagnose and troubleshoot technical issues to resolve or fulfill service tickets
• Deliver timely and accurate support for incidents and requests while managing team responsibilities
• Analyze and resolve end-user problems; recommend and apply corrective actions
• Provide remote support to users across multiple sites
• Monitor, receive, and log incidents or service requests via email or phone through the IT Ticketing System
• Evaluate hardware and software performance to recommend optimization strategies
• Complete service requests related to software and hardware issues

• Categorize and prioritize tickets based on impact, urgency, and affected services to meet SLA targets
• Manage the full lifecycle of service requests to ensure timely resolution and SLA compliance
• Execute service requests in alignment with SLA standards
• Escalate tickets approaching SLA breaches or requiring urgent attention to the appropriate teams
• Endorse or escalate tickets to the designated resolver groups
• Track and monitor ticket progress to ensure resolution within the agreed timelines
• Update and maintain ticket records throughout the resolution process

• Provide clear and concise technical guidance to users via email, instant messaging, or phone
• Communicate ticket status and updates to customers based on SLA commitments
• Document support processes, procedures, and maintenance tasks
• Maintain accurate technical documentation and departmental reports
• Apply technical knowledge to facilitate collaboration with other internal teams
• Collaborate with internal and external teams to complete IT service requests
• Generate, review, and send IT performance and incident reports
• Recommend and support the implementation of service improvements

• Install, configure, roll out, and maintain the company's IT infrastructure
• Participate in cross-functional projects and contribute to strategic desktop and network platform planning
• Design, install, and repair network cabling and jacks for servers, desktops, routers, and switches
• Assist in regular maintenance and disaster recovery testing activities
• Coordinate with Level 2 support for desktop anti-virus compliance
• Provide secondary support for anti-virus and local desktop firewall management
• Support and manage Active Directory environments, servers, and workstations
• Perform malware remediation and handle hardware/software installations, upgrades, and troubleshooting
• Respond to after-hours support calls as needed
• Participate in a 24x7 rotational support schedule

Why We Stand Out Among the Rest!

That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra