Service Desk Analyst | WFH | Night Shift | Weekends Off | Day 1 HMO

Power Business Continuity Through World-Class IT Support

Build a long-term global career with Emapta, where top 1% talent gains international exposure, continuous learning, and meaningful opportunities for professional growth.

Snapshot

Shift: Night Shift, Weekends Off

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Weekends off
• Permanent WFH arrangement
• 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://emapta.com/training-calendar/)
• 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

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred
• 3+ years of experience in Information Technology, with prior Service Desk, Help Desk, or Technical Support experience strongly preferred
• Strong knowledge of Windows and macOS operating systems, Windows Server, Microsoft 365, Active Directory, networking fundamentals, and remote support tools
• Experience using IT service management (ITSM) or ticketing platforms such as ServiceNow, Jira, Zendesk, Autotask, or similar systems
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong verbal and written communication skills with a professional, customer-focused approach
• Experience supporting the hospitality industry preferred
• Ability to work independently and collaboratively in a team environment
• Willingness to work shifting schedules, weekends, and holidays, as required

• Serve as the first point of contact for end users by providing remote technical support via phone, email, chat, and the ticketing system
• Respond to and resolve incidents and service requests within established service level agreements (SLAs), escalating complex issues to the appropriate teams as needed
• Log, track, and update incidents and service requests in the ticketing system while providing end users with timely status updates
• Deploy, install, configure, and support Windows 11 and Apple/macOS desktops, laptops, peripherals, and Microsoft Office applications
• Troubleshoot hardware, software, network, printer, email, VPN, and application-related issues
• Support and manage end-user mobile devices across Apple and Android platforms
• Perform Windows Server maintenance, including Active Directory administration
• Administer user accounts, including password resets and access management
• Maintain Microsoft 365 and Google Workspace email accounts and services
• Support and deploy wireless network solutions using Meraki, Cisco, and Aruba platforms
• Administer Endpoint Detection and Response (EDR) solutions, including SentinelOne
• Manage and monitor backup solutions, including Cove MSP Backup and Veeam
• Perform preventive maintenance on servers and workstations, including antivirus management, Windows updates, memory checks, and storage monitoring
• Support employee onboarding and offboarding by preparing user accounts and equipment
• Coordinate with telecommunications providers and hardware vendors to facilitate technical support, installations, and equipment services
• Assist with IT infrastructure projects, including network installations, wireless deployments, and new site builds
• Document standard operating procedures (SOPs), troubleshooting processes, resolutions, and knowledge base articles
• Deliver exceptional customer service by resolving technical issues accurately, promptly, and professionally

About the Client

Known for delivering enterprise-grade IT services with personalized customer care, the organization empowers businesses to minimize downtime, improve operational efficiency, and embrace digital transformation. Its commitment to innovation, long-term client partnerships, and technical excellence has earned a strong reputation as a trusted technology partner across diverse industries.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!