IT Service Desk Analyst

Job Title :  IT Service Desk Analyst

Employment Type : Full-Time

Work Setup : Office-Based (Clark, Pampanga)

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 :

Technical Skills & Experience :