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Service Desk Analyst
EastvantageTaguig, National Capital Region, PH28 days ago
Job descriptionBachelor’s degree in Computer Science or related field (preferred). Microsoft certifications (MCSA / MCP) and Cisco CCNA are advantageous. ITIL Foundation v4 certification required. Minimum 3 years’ experience in service desk or technical support roles, ideally within Managed / Professional Services. Strong knowledge of ITIL framework and modern IT support practices.
About the Role
The Service Desk Analyst provides advanced technical support, resolving incidents beyond L1 capability. This role ensures timely resolution of complex IT issues, delivers high-quality customer service, and supports continuous improvement of IT processes and systems.
Key Responsibilities
- Resolve escalated technical issues and perform in-depth troubleshooting across hardware, software, and networks.
- Deliver clear and effective customer support, managing expectations and providing updates.
- Collaborate with L3 teams and cross-functional IT groups for complex problem resolution.
- Document incidents, resolutions, and create knowledge base articles.
- Provide end-user training, guidance, and user documentation.
- Perform system administration, user account management, and monitor system performance.
- Assist with software updates, patch management, and remote user support.
- Support Service Desk operations, including Office 365 administration, account modifications, and alert handling.
- Contribute to process improvement and adherence to ITIL best practices.
Qualifications
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Service Desk Analyst • Taguig, National Capital Region, PH