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IT Service Desk Analyst

IT Service Desk Analyst

OffsureAngeles, Pampanga, Philippines
30+ days ago
Job type
  • Quick Apply
Job description

About the Role :

We are currently seeking a proactive and detail-oriented IT Support Specialist to join our team. The successful candidate will be responsible for providing Level 1 and 2 support across various hardware and software systems, ensuring smooth and uninterrupted IT services in a dynamic, high-performing environment.

Key Responsibilities :

  • Provide Level 1 and 2 support for hardware and software incidents.
  • Manage IT incidents using a ticket management system.
  • Maintain and update ServiceNow asset records and incident logs.
  • Troubleshoot and support desktops, laptops, mobile phones, computer networks, printers, EFTPOS terminals, and IP phones.
  • Maintain an accurate IT asset register.
  • Disseminate IT updates to users and support staff; provide training as needed.
  • Share technical knowledge with team members to promote collaborative support.
  • Assist with application configuration and maintenance of IT systems, hardware, and cloud telephony systems.
  • Collaborate with internal teams and third-party vendors to restore services within agreed SLAs.
  • Support the maintenance, repair, or replacement of IT applications and hardware to ensure maximum uptime.
  • Initiate and manage maintenance and software release programs following best practices.
  • Generate regular incident and project activity reports.
  • Ensure seamless integration of new systems into the existing IT environment.
  • Document all work in accordance with organizational standards and procedures.
  • Identify potential risks early and implement mitigation strategies.
  • Participate in on-call rotation during weekends and evenings, as required.
  • Meet assigned KPIs and complete other related tasks as directed by the Department Manager.

Qualifications :

  • Bachelor's degree in Information Technology or a related field.
  • Minimum of 2 years of experience in a similar IT support role.

    • Technical Skills & Experience :

  • Hands-on experience with O365 , ServiceNow , or equivalent systems (preferred).
  • Prior experience supporting call center environments is an advantage.
  • Familiarity with CRM systems .
  • Recognized ITIL knowledge / certification.
  • Strong background in Cloud technologies (e.g., Azure AD, Exchange 365, Entra Admin).
  • Experience with cloud telephony systems such as InContact and FUZE is a plus.
  • High proficiency in the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, etc.).
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