Global IT Service Desk Analyst & QA SME

Our Clients; Quezon City; On-site; PHP 300,000 - 600,000; Full time

Job summary

Our Clients in the Philippines seeks an IT Service Desk Analyst / QA / SME to provide technical support and quality oversight in an international client environment. You will manage incidents and requests, apply QA reviews, and share expertise to improve service delivery.

The role emphasizes coaching, knowledge sharing, and adherence to procedures, with a focus on SLA achievement, effective communication, and continuous improvement across teams.

Qualifications

• Experience in IT service desk, technical support, QA, or SME roles.
• Experience supporting international clients preferred.
• Knowledge of ITSM processes, incident and escalation management.

Responsibilities

• Handle international client inquiries, incidents, and service requests.
• Perform QA reviews, audits, and provide feedback for improvement.
• Review complex cases and escalate per SOPs.
• Contribute to knowledge base updates and process enhancements.

Skills

IT Service Desk

Quality Assurance

Technical Support

SLA Management

Customer Communication

Tools

ServiceNow

Jira

Zendesk

Salesforce

Job description

Our Clients in the Philippines seeks an IT Service Desk Analyst / QA / SME to provide technical support and quality oversight in an international client environment. You will manage incidents and requests, apply QA reviews, and share expertise to improve service delivery.

The role emphasizes coaching, knowledge sharing, and adherence to procedures, with a focus on SLA achievement, effective communication, and continuous improvement across teams.