Analyst, Enterprise Service Desk (HC)

Zohorecruit; Makati; On-site; PHP 279,000 - 558,000; Full time

Job summary

ScalableOS is seeking an Analyst, Enterprise Service Desk to serve as the first contact for IT support, triage requests, and resolve or escalate issues for clients in the Philippines.

Role involves remote or on-site support, following documented procedures, and maintaining high-quality client experiences. Night shifts and long-term WFH arrangements are possible, with collaboration across teams.

Qualifications

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Ability to diagnose and resolve technical issues.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Troubleshoot basic desktop, software, network, and hardware issues.
• Assist with installation, configuration of desktops, devices, and peripherals.
• Follow established troubleshooting and escalation procedures; escalate as needed.
• Document all support requests and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware issues.
• Install and configure operating systems, software, patches, and updates.
• Perform basic virus detection and system security maintenance.
• Monitor and address backup failures; assist in data restoration.
• Educate end-users on cybersecurity best practices.
• Assist with password resets, account provisioning, and access control.
• Participate in on-call rotation for after-hours support.
• Document and address technical issues and customer interactions, escalating as necessary.

Skills

Microsoft environments

Networking concepts

Remote troubleshooting

Customer service

Documentation

Communication

Teamwork

Adaptability

Shift flexibility

Education

Associate degree in technology

Tools

VMware

Citrix

VPN

Terminal Services

Backup technologies

Job description

Makati, Philippines | Posted on 09/16/2026

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

Analyst, Enterprise Service Desk is responsible for serving as an initial point of contact for triaging, then resolving or accurately escalating incoming client or system generated requests as well as providing a world class client experience daily. Level Ones assist with escalations from Technicians while following documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite with our clients.

JOB RESPONSIBILITIES

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

QUALIFICATIONS

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
• Shifts may vary and range between 8 to 12 hours, Sunday–Saturday.