Global Service Desk Engineer - 24/7 Support

Wyndham; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Travel + Leisure Co. is hiring a Service Desk Analyst to provide 24/7/365 L1 IT support for internal staff as part of the Global ServiceDesk Team.

You will handle incidents, manage requests, and ensure a high level of customer satisfaction while collaborating with L2/L3 teams and building knowledge base materials. The role requires 1–2 years in IT operations or an IT-related degree, strong PCs hardware skills, and flexibility for rotating shifts including holidays.

Qualifications

• 1–2 years in IT operations or IT degree.
• Strong problem analysis and customer service mindset.
• Willing to work 7-day rotating shifts and local holidays.
• Excellent PC hardware skills.
• Microsoft Certification is advantageous.

Responsibilities

• Provide L1 support via phone, email, self-service and chat.
• Resolve L1 incidents within SLA and meet KPIs.
• Collaborate with L2 and L3 incident management teams.
• Document IT procedures for training and knowledge base.
• Provide remote IT training for staff and systems.
• Ensure high customer satisfaction and proper ticket closure.
• Maintain accuracy in documentation and contribute to process improvements.

Skills

L1 support

Incident management

Remote troubleshooting

Customer service

Team collaboration

Multitasking

Microsoft Certification

Education

IT-related degree

Job description

Travel + Leisure Co. is hiring a Service Desk Analyst to provide 24/7/365 L1 IT support for internal staff as part of the Global ServiceDesk Team.

You will handle incidents, manage requests, and ensure a high level of customer satisfaction while collaborating with L2/L3 teams and building knowledge base materials. The role requires 1–2 years in IT operations or an IT-related degree, strong PCs hardware skills, and flexibility for rotating shifts including holidays.