Global IT Service Desk Analyst — End-User Support

QBE Group Shared Services Centre; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City, Philippines is seeking a capable IT Help Desk professional to deliver first-line technical support and incident management across global users. You will handle multi-channel inquiries, document issues, and work closely with teams to resolve problems promptly.

The role requires ITIL knowledge, prior helpdesk experience, and strong communication skills to ensure reliable service, adherence to IT policies, and continuous process improvements.

Qualifications

• Tertiary Degree or equivalent combination of education and work experience.
• IT or engineering qualification.

Responsibilities

• Perform problem and Level 1 incident management activities, including analysing, documenting, and managing incidents from various customer communication channels.
• Provide excellent customer service through daily interactions.
• Take ownership and responsibility for resolving issues.
• Troubleshoot end-user issues on software applications, hardware, network, telecommunication systems, and remote desktop support.
• Assist in developing and maintaining problem and incident management processes and procedures.
• Manage Incidents or Requests following IT processes and procedures.
• Willing to work on shifting schedules, including holidays and weekends, to meet operational requirements.
• Continuously evaluate operational risks and improvement opportunities, applying sound judgment to assess impacts and taking timely actions to prevent risks by integrating risk thinking into daily decisions and delivery behaviours against plans by agreed dates.

Skills

ITIL knowledge

Helpdesk experience

Customer service

Incident management

Troubleshooting

Technical support

Communication

Collaboration

Problem solving

Process improvements

Risk management

Documentation

Education

Bachelor’s degree or equivalent

Tools

ITSM tools

Job description

QBE Group Shared Services Centre in Cebu City, Philippines is seeking a capable IT Help Desk professional to deliver first-line technical support and incident management across global users. You will handle multi-channel inquiries, document issues, and work closely with teams to resolve problems promptly.

The role requires ITIL knowledge, prior helpdesk experience, and strong communication skills to ensure reliable service, adherence to IT policies, and continuous process improvements.