Global IT Service Desk Analyst – Incidents & Provisioning

Asia Select, Inc. (ASI); Taguig; On-site; PHP 240,000 - 480,000; Full time

Job summary

Asia Select, Inc. (ASI) in the Philippines seeks an IT Service Desk professional to log, categorize, and prioritize incidents and service requests. You will resolve first-line issues and escalate complex concerns to the appropriate teams.

You will track ticket progress, maintain documentation, manage user provisioning, and provide regular updates to customers on incident status and disruptions. The role involves knowledge base maintenance and collaboration with global colleagues.

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS.
• Experience in IT Service Desk, Technical Support, or similar.
• Experience with ticketing systems and incident management processes.
• Knowledge of user provisioning, onboarding/offboarding, and IT asset management.
• Familiarity with SLAs and IT service management processes.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication.
• Ability to work with global stakeholders and cross-functional teams.
• Proficient in Microsoft Office applications.

Responsibilities

• Receive, log, categorize, and prioritize incidents and service requests via various channels.
• Track ticket progress and ensure timely resolution within SLAs; document actions and resolutions.
• Manage user provisioning, onboarding/offboarding across systems.
• Provide regular updates to customers on incident status, maintenance, and service disruptions.
• Create, update, and maintain knowledge articles and operational documentation.
• Collaborate with internal teams, vendors, and global colleagues to resolve issues and improve service delivery.
• Assist in managing software licenses, hardware inventory, and IT assets; support procurement and storage.
• Analyze recurring incidents and propose process improvements for operational excellence.

Skills

IT Service Desk

Technical Support

Ticketing systems

SLA awareness

Problem solving

Verbal & written communication

Global collaboration

MS Office

Education

Bachelor's degree in IT/CS/IS

Tools

Ticketing systems

IT asset management

Microsoft Office

Job description

Asia Select, Inc. (ASI) in the Philippines seeks an IT Service Desk professional to log, categorize, and prioritize incidents and service requests. You will resolve first-line issues and escalate complex concerns to the appropriate teams.

You will track ticket progress, maintain documentation, manage user provisioning, and provide regular updates to customers on incident status and disruptions. The role involves knowledge base maintenance and collaboration with global colleagues.