Global Service Desk Analyst — Impactful IT Support

The Citco Group Limited; Pampanga; Sur place; PHP 360 000 - 720 000; Plein temps

Avantages offerts par ce poste

Highly competitive salary package

Benefits

Career development

Great working environment

Global team experience

Résumé du poste

The Citco Group Limited invites applications for a Service Desk Analyst to join our global IT Service Delivery team, providing first-line support to internal and external customers. You will handle incidents, perform initial assessments, and drive timely resolutions in a follow-the-sun delivery model.

We value strong communication, proactive problem solving, and collaboration across regional and infrastructure teams, with opportunities for automation and knowledge-base improvement.

Qualifications

• 2–3 years of troubleshooting experience with hardware or software customer services.
• Understanding of basic security principles and protocols.
• Substantial experience in IT Support and customer service to customers.
• Excellent communication and interpersonal skills – team collaboration.
• Demonstrated analytical and problem management skills.
• Good broad technical understanding of hardware, software, applications, networks and communications technologies.

Responsabilités

• Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.
• First line support providing an initial assessment of all incidents and requests
• Resolution of at least 85% of all incidents on first contact
• Routing of incidents to the resolution groups when they are not resolved during initial support.
• Escalation of all incidents when necessary / as per procedure
• Monitoring the status and progress toward resolution of all open incidents and requests
• Keeping affected customers informed about progress
• Resolution confirmation and closure of incidents and requests
• Detecting potential issue trends and liaising with problem management and support team/s where applicable
• Proactive communications to the business and clients
• Maintaining Knowledge Base documents and/or system
• Working on ad-hoc projects and automation as part of strategic goals assigned by your manager

Connaissances

Customer service

IT support

Communication

Troubleshooting

Time management

Team collaboration

Formation

BS IT or CS

Outils

ServiceNow

Active Directory

SQL

VPN (GlobalProtect & Cisco AnyConnect)

Power Apps/Power Automate

Description du poste

The Citco Group Limited invites applications for a Service Desk Analyst to join our global IT Service Delivery team, providing first-line support to internal and external customers. You will handle incidents, perform initial assessments, and drive timely resolutions in a follow-the-sun delivery model.

We value strong communication, proactive problem solving, and collaboration across regional and infrastructure teams, with opportunities for automation and knowledge-base improvement.