Global Service Desk Analyst – IT Support & Automation

The Citco Group Limited; Manila; On-site; PHP 400,000 - 520,000; Full time

Job summary

Citco is seeking a Service Desk Analyst to join our global team. You will provide excellent customer service and handle internal and external inquiries, with a focus on rapid incident resolution.

As part of the follow-the-sun Shared Services Center, you will work with regional teams, maintain knowledge bases, and contribute to automation projects while meeting performance metrics. A 2–3 year background in IT support and strong communication skills are essential for success.

Qualifications

• 2–3 years of troubleshooting experience with hardware or software customer services.
• Understanding of basic security principles and protocols.
• Experience in IT Support and customer service.
• Excellent communication and interpersonal skills.
• Good broad technical understanding of hardware, software, networks and communications technologies.
• ITIL Foundation knowledge is preferred.
• BS IT or CS degree.

Responsibilities

• Receive and record all reported incidents and service requests from internal and external customers.
• First line support with initial assessment of incidents and requests.
• Resolve at least 85% of incidents on first contact.
• Route incidents to resolution groups when not resolved during initial support.
• Escalation of incidents as per procedure.
• Monitor 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.
• Detect potential issue trends and liaise with problem management and support teams.
• 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.

Skills

Troubleshooting

Customer service

Security basics

IT support

Communication

Analytical skills

Hardware & software

Time management

Education

BS IT

BSc/MSc Computer Science

Tools

ServiceNow

SQL

HTML scripting

Power Apps / Power Automate

Active Directory

VPN

VDI

RSA

IDM / Ping Identity

Job description

Citco is seeking a Service Desk Analyst to join our global team. You will provide excellent customer service and handle internal and external inquiries, with a focus on rapid incident resolution.

As part of the follow-the-sun Shared Services Center, you will work with regional teams, maintain knowledge bases, and contribute to automation projects while meeting performance metrics. A 2–3 year background in IT support and strong communication skills are essential for success.