Service Desk Analyst

We're Hiring: Service Desk Analyst! ?

We are looking for a Hybrid Service Desk and Security Analyst who can tackle complex IT challenges while also playing a key role in our cybersecurity operations. The ideal candidate brings a passion for both IT service management and cybersecurity, with a strong desire to grow in both fields.

This is a dual-function role, combining responsibilities across first and second-level technical support and Security Operations Center (SOC) monitoring and response. You’ll work closely with clients, IT teams, and security stakeholders to ensure seamless operations and secure environments.

• Location: Taguig, Philippines

• Role: Service Desk Analyst

What You'll Do:

IT Service Desk:

• Provide responsive and professional first and second-level support for IT incidents and requests.
• Monitor, troubleshoot, and maintain systems including:
• Datto RMM, Addigy, Microsoft 365, Google Workspace
• Spanning, Datto Endpoint Backup
• Windows & Mac OS environments
• Perform system updates, backups, and patching.
• Escalate unresolved issues to third-level support or external vendors.
• Maintain accurate IT documentation: procedures, manuals, reports, and ticket logs.
• Mentor junior IT staff on systems, best practices, and service delivery.
• Uphold IT policy compliance and security standards.

Cybersecurity Operations:

• Monitor security alerts from tools like XDR, SIEM, endpoint protection, and firewall logs.
• Analyze and respond to security events and incidents, performing containment and remediation as needed.
• Conduct vulnerability analysis and support the improvement of customer security postures.
• Work within the SOC team to enhance security processes and incident response readiness.
• Maintain comprehensive and timely documentation of incidents and actions taken.
• Participate in training programs to enhance cybersecurity knowledge and skillsets.

What We're Looking For:

• Bachelor’s degree in Computer Science, IT, Cybersecurity, or related field—or equivalent experience.
• At least 3-5 years of experience in IT service desk or technical support roles.
• Exposure to cybersecurity operations through labs, projects, or professional experience.

Technical Skills:

• Proficiency with:
• Datto RMM, Addigy, Microsoft 365, Google Workspace
• Spanning, Datto Endpoint Backup, Windows & Mac OS
• Familiarity with security solutions like:
• CrowdStrike, Microsoft Defender, Azure Sentinel
• SIEM, IDS/IPS, endpoint protection, firewalls
• Understanding of attack techniques, vulnerabilities, and mitigation strategies.
• Experience with vulnerability management tools and reporting.

Soft Skills:

• Strong communication and interpersonal skills.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Ability to work independently and collaboratively in a fast-paced environment.
• Capable of managing multiple priorities and deadlines effectively.
• High attention to detail and quality documentation.

Other Requirements:

• Certifications in relevant systems or platforms are a strong advantage.
• Fluency in British English (written and verbal) is required.
• Willingness to work flexible hours, including night shifts, weekends, and holidays.

Ready to make an impact? ? Apply now and let's grow together!