Technical Service Desk Analyst
Vcustomer Philippines, Inc. Cebu City Full-time
About the Role We’re looking for a Service Desk Analyst to provide first‑level IT support to end users. You’ll troubleshoot hardware, software, account, and network issues, ensuring timely resolution to keep business operations running smoothly.
Key Responsibilities- Respond to IT service requests via phone, email, chat, or ticketing system
- Diagnose and resolve hardware, software, and connectivity issues
- Log and document incidents accurately for future reference
- Escalate complex issues to higher‑level support teams
- Assist with system access, password resets, and basic IT tasks
- Contribute to knowledge base articles and process improvements
- Strong communication skills with ability to explain technical concepts clearly
- Analytical problem‑solving abilities and attention to detail
- Customer service orientation with ability to multitask in a fast‑paced environment
- 12+ months in IT Service Desk or technical support (24/7 environment)
- Familiarity with ITSM tools (ServiceNow, Remedy, etc.) and ITIL processes
- Experience with Active Directory, Microsoft 365, VPN, and collaboration tools
- Background in healthcare IT environments is a plus
- Be part of a dynamic IT support team driving business productivity
- Gain exposure to enterprise systems and industry‑leading tools
- Opportunities for growth and continuous learning
- Make a direct impact by helping users resolve critical IT issues
Cebu City
of calls while maintaining a professional demeanor
Ability to provide clear and concise phone support in troubleshooting technical problems
Call management skills, including call logging, escalation, and follow-up
Qualifications/Requirements
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