24/7 IT Service Desk Analyst — Windows Support & Customer Focus

Eastvantage; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Eastvantage is seeking a Service Desk Analyst to provide first-level IT support within a Managed Services environment. The role focuses on Windows-based desktops, printers, and end-user devices, with strong troubleshooting and customer-facing skills.

You will administer AD tasks, handle printer issues, document incidents, and contribute to knowledge bases. A rotating 24/7 shift/on-call roster is required; on-site support may be needed at customer locations.

Qualifications

• Experience in a quick service restaurant or similar customer-facing environment.
• Hands-on experience in Windows-based desktops/laptops hardware and software troubleshooting.
• Basic knowledge of printer and MFD troubleshooting.
• Experience with Microsoft Active Directory including account/mailbox administration.
• Knowledge of DHCP, DNS, and Group Policy.
• Familiarity with ITIL frameworks and service management.
• Experience with POS, KDS, UPS is advantageous.

Responsibilities

• Provide first-level IT support for desktops, laptops, printers, and end-user devices.
• Diagnose and resolve hardware, software, operating system, and basic connectivity issues.
• Administer user accounts and AD tasks (password resets, account create/delete).
• Troubleshoot printers and MFDs.
• Log and prioritize incidents and maintain documentation.
• Escalate incidents and ensure timely resolution.
• Create Knowledge Base articles and support processes.
• Provide on-site support when required.
• Participate in rotating 24/7 shift/on-call roster.
• Support IT projects and assist with scope and risks.

Skills

Communication skills

Customer service

Troubleshooting

Windows troubleshooting

Active Directory

Printer support

ITIL awareness

POS/KDS/UPS knowledge

Tools

Printer troubleshooting

Job description

Eastvantage is seeking a Service Desk Analyst to provide first-level IT support within a Managed Services environment. The role focuses on Windows-based desktops, printers, and end-user devices, with strong troubleshooting and customer-facing skills.

You will administer AD tasks, handle printer issues, document incidents, and contribute to knowledge bases. A rotating 24/7 shift/on-call roster is required; on-site support may be needed at customer locations.