Customer Support & Success Service Desk Analyst Cebu City, Philippines

AMCS Group; Cebu City; Hybrid; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Health coverage from day one for you &

25 days annual leave

Company shuttle service

Complimentary meals and coffee in the/

Job summary

AMCS Group is seeking a Service Desk Analyst to join our global Service Operations team. In this customer-facing role, you will provide first-line support, troubleshoot issues, manage support cases, and ensure timely, high-quality service for our SaaS customers.

You will collaborate with customers, internal support teams, and product specialists to resolve incidents, maintain service standards, and contribute to continuous improvement initiatives within a hybrid work environment.

Qualifications

• Experience in a Service Desk, Help Desk, IT Support, or Customer Support environment.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and documentation skills.
• Customer-focused mindset with a commitment to service excellence.
• Ability to work collaboratively across teams and functions.

Responsibilities

• Provide professional and proactive support to AMCS customers in line with service standards.
• Investigate, analyse, and troubleshoot customer-reported issues with clear documentation.
• Create and maintain support cases; escalate as needed to resolver teams.
• Monitor Azure alerts and manage incident communications.
• Maintain customer assets and support records; share release notes where relevant.

Skills

Service Desk experience

Troubleshooting

Communication

Multitasking

Documentation

Team collaboration

Tools

Ticketing systems

Azure

ITIL knowledge

SQL basics

Job description

**Who We Are**At AMCS, sustainability means business — and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.**What We Build**We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.**Why Join AMCS**Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, work with industry-leading solutions, collaborate with global teams, and help deliver exceptional customer experiences that make a real difference.**The Opportunity**We are looking for a Service Desk Analyst to join our Service Operations team. In this customer-facing role, you will be responsible for providing first-line support, troubleshooting technical and application issues, managing support cases, and ensuring customers receive timely, high-quality service.You will work closely with customers, internal support teams, and product specialists to resolve incidents, maintain service standards, and contribute to continuous improvement initiatives. This is an excellent opportunity for someone who enjoys problem-solving, building customer relationships, and developing their technical expertise within a global SaaS organisation.**Key Responsibilities****Customer Support & Communication**• Provide professional and proactive support to AMCS customers.• Listen actively to understand customer issues and accurately restate problems to confirm understanding.• Maintain clear, timely communication with customers and internal stakeholders.• Ensure customer cases are updated regularly and customer expectations are managed throughout the support lifecycle.• Escalate potential system outages, critical incidents, or customer-impacting issues to the Team Lead or Incident Manager as required.• Build positive and productive relationships with customers and colleagues.Incident Management & Troubleshooting• Investigate, analyse, and troubleshoot customer-reported issues.• Gather and document information required to diagnose problems effectively.• Follow established triage processes and support questionnaires.• Create and maintain support cases for all reported issues.• Document troubleshooting activities, including screenshots, replication steps, expected outcomes, and resolution details.• Use the AMCS knowledge base and standard operating procedures to support issue resolution.• Escalate unresolved issues to the appropriate resolver teams in line with support processes.**Service Operations**• Monitor and respond to Azure alerts in accordance with operational procedures.• Create support cases and customer communications related to system alerts when required.• Maintain and update customer assets and support records.• Post approved release notes to the customer portal.• Review priority incidents, customer responses, and unassigned cases daily.• Monitor service queues and ensure support obligations are met.**Continuous Improvement**• Contribute to team knowledge sharing and operational excellence.• Create and maintain knowledge base articles and standard operating procedures.• Participate in training, workshops, and continuous improvement initiatives.• Support the development of support processes, documentation, and service standards.• Consistently strive to deliver a high-quality customer experience.**What You Bring****Skills & Experience**• Experience in a Service Desk, Help Desk, Technical Support, IT Support, or Customer Support environment.• Strong troubleshooting and problem-solving skills.• Excellent verbal and written communication skills.• Ability to manage multiple priorities in a fast-paced environment.• Strong attention to detail and documentation skills.• Customer-focused mindset with a commitment to service excellence.• Ability to work collaboratively across teams and functions.**Technical Knowledge**• Experience supporting software applications, SaaS platforms, or cloud-based solutions.• Familiarity with incident management and ticketing systems.• Understanding of Microsoft Azure environments is advantageous.• Knowledge of ITIL-based support processes is beneficial.• Basic SQL knowledge or willingness to complete technical training such as SQL Bootcamp is desirable.**Personal Attributes**• Strong active listening skills.• Organised and able to prioritise effectively.• Curious and motivated to learn new technologies.• Positive, team-oriented approach.• High levels of accountability and ownership.• Comfortable working with customers and managing expectations professionally.**What We Offer**• Health coverage from day one for you and up to three dependents.• 25 days of annual leave.• Company shuttle service.• Complimentary meals and coffee in the office.• Flexible and hybrid working options.• Career development and learning opportunities.• Global collaboration and exposure.• Employee wellness and support programs.• The opportunity to help build a more sustainable future.**Ready to Make an Impact?**At AMCS, your work helps businesses operate more efficiently while contributing to a more sustainable future. If you are passionate about customer support, technology, and delivering great service, we would love to hear from you.