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Open nowPosted 10 hours ago

Service Desk Analyst

Workable (global search)107,870 open roles

Where
Cebu City, Cebu, Philippines
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Your applicationOpen nowService Desk AnalystWorkable (global search) · Cebu City, Cebu, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

8.1% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 2 days.

Share of postings closed within
  1. 1.7%1 day
  2. 3.6%3 days
  3. 8.1%7 days
  4. 15.1%14 days
  5. 34.0%30 days
This job: posted 10 hours ago

Workable (global search) median: 2 days open

The posting

Overview of the Role

The Service Desk Analyst will provide first-level technical support to MSP customers, acting as the primary point of contact for incidents, service requests, and general IT support enquiries. This role will be responsible for resolving standard technical issues, performing endpoint administration and user account support activities, and delivering a high level of customer service while ensuring compliance with established service level agreements (SLAs).

Responsibilities:

  • Act as the first point of contact for end-user support via phone, email, Microsoft Teams, and the ITSM ticketing system.
  • Log, categorize, prioritize, and triage incidents and service requests in line with defined service desk processes.
  • Provide first-call resolution (FCR) for common issues across Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications.
  • Provide remote support using Datto RMM to diagnose and resolve endpoint issues.
  • Accurately log, update, and close tickets in Autotask, and maintain documentation in IT Glue.
  • Provision user accounts, password resets, Microsoft 365 access, and basic device and application support.
  • Create, modify, and disable user accounts, including password resets and basic Microsoft Entra ID administration.
  • Provision, set up, and decommission end-user devices following standard onboarding and offboarding procedures.
  • Monitor endpoint health, backup alerts, and system notifications, escalating issues where required.
  • Escalate complex or unresolved technical issues to L2 support while ensuring clear handover and documentation.

Benefits

  • 500K per incident HMO coverage + Dental & Optical benefits ​
  • 2-week paid Christmas vacation​
  • Electricity & Data subsidies​
  • 25K Educational Assistance ​
  • Training and equipment will be provided​
  • Fixed Schedule of Mon-Fri from 7 AM to 4 PM​
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