Service Desk Analyst (Level 1)
Private Advertiser Manila Full-time
Job Description
- Provide Level 1 technical support for hardware, software, and basic network issues via phone and ticketing systems
- Manage and resolve incidents in a high-volume Service Desk environment using ServiceNow
- Diagnose issues across Windows OS, peripherals, and enterprise applications and apply first-level fixes
- Perform user account support and access management using Active Directory or similar tools
- Log, track, and update incidents with clear documentation of troubleshooting steps and resolutions
- Prioritise, categorise, and escalate incidents based on urgency and impact following IT processes
- Coordinate with internal teams and external vendors for incident resolution and service requests
- Deliver strong customer service and communication to business or clinical end users
- Ensure adherence to service level agreements (SLAs) and maintain productivity targets
- Continuously improve processes through accurate reporting and feedback
- Bachelor’s Degree in any field
- Minimum of 2+ years Service Desk or IT Helpdesk experience
- Experience providing Level 1 support in a high-volume, phone-based environment
- Proficiency in ServiceNow or similar ticketing systems
- Strong knowledge of Windows OS, basic networking, hardware, and software troubleshooting
- Experience with Active Directory (Intra-AD) and user account management
- Skilled in incident documentation, prioritisation, and escalation processes
- Proficiency in Microsoft Excel, Word, Access, and Outlook
- General understanding of internet technologies, browsers, and search tools
- Excellent English communication skills (verbal and written)
- Strong customer service, problem-solving, and analytical thinking
- Ability to work independently, manage time effectively, and remain professional under pressure
APWTechManila
Hiring: Service Desk Analyst
• Training Location: Eastwood, Quezon City (Dayshift during training)
• Work Location: Sta. Rosa, Laguna (24/7 shifting schedule with rotation every quarter.)
?️ Work Setup: 100% On-site
Job Responsibilities
• Handle...
Our ClientsTaguig, 12 km from Manila
Role Overview
The Japanese Service Desk Analyst provides first-line technical support and application assistance to internal and external users across multiple communication channels. This role is responsible for managing incidents and service...
Private AdvertiserQuezon City, 10 km from Manila
Job Description
• Provide Level 1 technical support for hardware, software, and basic network issues via phone and ticketing systems
• Manage and resolve incidents in a high-volume Service Desk environment using ServiceNow
• Diagnose issues...