Helpdesk Analyst — IT Support & Service Lead

Surbana Jurong; Mandaluyong; On-site; PHP 279,000 - 502,000; Full time

Job summary

Surbana Jurong is seeking an Officer-in-Charge for the Helpdesk team in the Philippines, providing front-line application support for extended hours and relieving corporate resources. You will coach junior analysts, respond to user requests, and maintain the SJGroup ticketing system.

The role includes involvement in testing, UAT, and ensuring adherence to SLAs and SOPs. Join a global firm delivering sustainable urban and infrastructure solutions, with opportunities to influence support quality

Qualifications

• Coaching and mentoring Associate Help Desk Analysts
• Handle helpdesk inquiries via phone, email, and in-person
• Familiar with SJGroup Portal and Enterprise systems
• Maintain and document ticketing information in SJGroup system
• Assist in system testing and UAT for enhancements

Responsibilities

• Assist in coaching and mentoring Associate Help Desk Analysts to achieve performance standards.
• Respond to calls, requests, and emails for help with SJgroup access and usage.
• Assist users with SJGroup Enterprise and Portal usage.
• Identify critical system and network issues and escalate appropriately.
• Maintain information in the SJGroup Ticketing application.
• Prepare guides and documentation for issue resolution.
• Participate in system testing, UAT, and deployment processes.
• Ensure SLA and SOP compliance.

Job description

Surbana Jurong is seeking an Officer-in-Charge for the Helpdesk team in the Philippines, providing front-line application support for extended hours and relieving corporate resources. You will coach junior analysts, respond to user requests, and maintain the SJGroup ticketing system.

The role includes involvement in testing, UAT, and ensuring adherence to SLAs and SOPs. Join a global firm delivering sustainable urban and infrastructure solutions, with opportunities to influence support quality