Global IT Service Desk & Operations Analyst

Lucy Group; Hinoba-an; On-site; PHP 350,000 - 550,000; Full time

Job summary

Lucy Group is seeking a Global IT Service Operations Analyst to serve as the first contact for end-users, handling requests, incidents, and escalations. You will administer M365 services, manage user accounts, and drive process improvements across Lucy Group companies.

You will work within ITIL guidelines, support VIP users, and coordinate with global teams to ensure service levels are met and knowledge bases are expanded.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 3+ years’ IT Service Desk or IT support experience.
• ITIL3/ITIL4 certification or 3+ years’ equivalent ITSM experience
• Experience with IT infrastructure technologies (Networking/SDWAN, SAN, VMWare, DNS, AD)
• Familiarity with Azure and M365 environment

Responsibilities

• Act as the first contact for end-users and manage service requests, escalations, and incidents.
• On-board/off-board new users across Lucy Group companies.
• Ensure incidents and requests progress within SLAs.
• Administer core M365 services (Exchange, SharePoint, Teams, OneDrive).
• Create and manage user accounts, groups, and licenses.
• Manage RBAC and permissions; troubleshoot email and collaboration issues.
• Develop knowledge articles and improve ITSM processes.
• Adhere to ITIL best practices and service desk policies.
• Provide enhanced support to VIP users and drive continuous improvements.

Skills

M365 Administration

Exchange

Active Directory

SharePoint Online

Microsoft Teams

Windows OS

Microsoft Defender

Intune

Microsoft Entra

ServiceNow

Communication skills

Analytical thinking

Multitasking

Customer service

Team collaboration

Networking basics

VMware

DNS

Azure

MDM

AZ-900

Education

Bachelor’s degree in IT/CS or related field

ITIL3/ITIL4 Certification

Tools

ServiceNow

VMware

Job description

Lucy Group is seeking a Global IT Service Operations Analyst to serve as the first contact for end-users, handling requests, incidents, and escalations. You will administer M365 services, manage user accounts, and drive process improvements across Lucy Group companies.

You will work within ITIL guidelines, support VIP users, and coordinate with global teams to ensure service levels are met and knowledge bases are expanded.