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:

• 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.).