L1 Service Desk Analyst

Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (On-site)

What is your mission?

You will analyze, prioritize, and escalate incidents while coordinating with internal teams to meet productivity, quality, and service standards.

You will provide the best service to our partner brands by performing these tasks:

• Provide Level 1 technical support via phone, email, and chat to clinical and business end users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices
• Document, track, research, and resolve incidents using the IT ticketing system, referencing knowledge base articles and recording detailed troubleshooting steps
• Manage a daily workload of approximately 40–50 support calls while maintaining quality and productivity standards
• Assist users with basic software inquiries and routine technical service requests
• Analyze incidents and service requests for correct prioritization and classification
• Identify critical or recurring issues and follow established escalation procedures
• Provide clear, complete documentation to support efficient resolution and handoff
• Coordinate with cross‑functional internal teams to relay technical information and updates
• Escalate incidents, service requests, and problems according to defined IT escalation policies
• Recommend improvements and updates to the Knowledge Base (KB)
• Consistently meet or exceed department performance, quality, and customer satisfaction benchmarks

• Bachelor’s Degree in any field
• Minimum of 2+ years of experience in Service Desk or IT Helpdesk support
• Prior hands‑on experience delivering Level 1 technical support to business or clinical end users
• Proven experience working in high‑volume ticket environments with phone‑based support
• Proficiency in ServiceNow for incident and ticket management
• Strong working knowledge of Windows OS, basic networking, hardware, peripherals, and software troubleshooting
• Experience using Active Directory (Intra‑AD) for account and access support
• Ability to clearly document incidents, troubleshooting actions, and resolutions
• Working knowledge of Microsoft Excel, Word, Access, and Outlook
• General understanding of internet technologies, browsers, and search engines
• Demonstrated ability to analyze, prioritize, and escalate incidents following defined IT processes
• Experience collaborating with end users, internal technical teams, and vendors
• Strong English communication skills, both verbal and written
• Excellent customer service focus, follow‑up discipline, and documentation accuracy
• Solid problem‑solving and analytical thinking skills
• Ability to remain effective and professional in a fast‑paced, high‑pressure environment
• Strong time management, organization, adaptability, and customer‑first mindset focused on quality and productivity

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks