IT Service Desk Analyst | Grow with an MSP
IT by Design Philippines Inc. Taguig Full-time
About us
IT by Design Philippines Inc. is a leading Managed Service Provider (MSP) committed to delivering exceptional IT solutions and support to businesses across diverse industries. We specialise in helping organisations streamline their technology infrastructure, enhance security, and optimise operational efficiency.Our team is dedicated to providing world-class service delivery and building long-term partnerships with our clients. We foster a culture of continuous learning, innovation, and professional growth, where our employees are empowered to develop their careers whilst making a meaningful impact on client success.
About the role
We are seeking an enthusiastic and customer-focused IT Service Desk Analyst to join our dynamic support team in Taguig City, Metro Manila. This is a full-time position that plays a critical role in our organisation, serving as the frontline support for our diverse client base.As an IT Service Desk Analyst, you will be the first point of contact for users experiencing technical issues, providing timely and effective resolutions whilst maintaining exceptional service standards. This role offers an excellent opportunity to grow your IT career within an MSP environment, where you will gain exposure to a wide range of technologies, systems, and client scenarios.
Your contributions will directly impact client satisfaction and retention, making you a vital member of our service delivery team.
Key responsibilities- Respond to and resolve user IT support requests via phone, email, ticketing system, and remote access tools within agreed service level agreements
- Provide first-level technical support for hardware, software, operating systems, and network-related issues
- Document all support tickets accurately, including issue description, troubleshooting steps taken, and resolution provided
- Escalate complex technical issues to appropriate technical teams or vendors when necessary, ensuring clear communication and follow-up
- Perform basic hardware maintenance and troubleshooting, including printer setup, device drivers, and peripheral connectivity
- Assist with user account management, password resets, and access permission requests
- Provide user training and guidance on IT best practices, software applications, and IT security awareness
- Monitor ticket queue and prioritise requests based on urgency and impact to business operations
- Maintain professional and courteous communication with clients whilst managing high-volume support requests
- Participate in IT knowledge base development by documenting common issues and solutions
- Support IT projects and service rollouts as assigned by management
- Proven experience in IT help desk or service desk role, with minimum 2 years of relevant experience
- Strong knowledge of Windows and macOS operating systems, including troubleshooting common issues
- Familiarity with ticketing systems, remote support tools (such as TeamViewer, AnyDesk, or similar), and IT service management software
- Good understanding of networking fundamentals, including IP addressing, DNS, and basic network troubleshooting
- Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users
- Strong problem-solving abilities and a systematic approach to diagnosing and resolving technical issues
- Ability to multitask and manage multiple support requests simultaneously in a fast-paced environment
- Professional attitude, patience, and commitment to delivering exceptional customer service
- Proactive attitude towards continuous learning and staying updated with IT developments
- Hands-on experience with Active Directory, including user account and access management
- Experience with Microsoft 365, cloud services, or vendor-specific technologies is a plus
- Experience troubleshooting VPN and network printer connectivity issues.
- Knowledge of IT security best practices and ITSM principles is advantageous
What we offer
At IT by Design Philippines Inc., we are committed to supporting the growth and wellbeing of our team members. We offer competitive compensation packages commensurate with experience and performance. Our comprehensive benefits programme includes health and wellness initiatives, professional development opportunities, and career progression pathways.We provide a collaborative and supportive work environment where your contributions are recognised and valued. As part of our MSP team, you will have access to ongoing training and certification support to advance your IT career. We encourage a healthy work-life balance and provide a dynamic workplace culture that fosters innovation, teamwork, and continuous improvement.
Additionally, we offer opportunities to work with cutting-edge technologies and expand your skill set across various industry domains through exposure to diverse client environments.
Apply now
If you are a motivated IT professional eager to launch or advance your career with a progressive MSP, we would love to hear from you. Please submit your resume, a cover letter outlining your relevant experience, and any IT certifications you hold.Join IT by Design Philippines Inc. and become part of a team that values your expertise and supports your professional growth.
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