Hybrid IT Service Desk Analyst – Global Support

Cambridge University Press (Holdings) Limited; Manila; Hybrid; PHP 346,000 - 446,000; Full time

Benefits offered by this job

HMO Coverage

Life Insurance on Day 1

Paid Annual Leaves

Vesting/Retirement package

Career growth opportunities

Well-being programs

Flexible schedule, hybrid work

Collaboration across branches

Job summary

Cambridge University Press & Assessment in Makati invites a Service Desk Analyst to join our IT Service Management team. Provide prompt first- and second-line IT support to global colleagues by logging, analyzing, and resolving incidents and service requests.

The role combines hybrid work with two days in the office under a permanent contract, offering growth within a globally recognised not-for-profit publisher and assessment organisation.

Qualifications

• Experience in service desk with ITIL-based processes.
• Experience with ITSM tools and Microsoft desktop environments.
• Proficient in user account management and access control.
• Familiar with Active Directory and Office 365.

Responsibilities

• Providing first-level (and second-level on some technologies) IT support via phone, email, and chat, ensuring incidents and requests are logged and resolved efficiently.
• Analysing, categorising, and prioritising tickets based on business impact and urgency using ITSM tools, and escalating issues through the correct support channels when required.
• Troubleshooting and resolving common incidents such as PC issues, application access, password resets, account unlocks, and basic network or storage requests.
• Administering user access for joiners, movers, and leavers, and providing application and service support in line with the Service Catalogue.
• Contributing to knowledge management by identifying and documenting first-line troubleshooting solutions and supporting service improvement initiatives.

Skills

Service desk

ITSM tools

ITIL

Active Directory

Office 365

JIRA

SAP

Microsoft desktop

Tools

JIRA

SAP

Job description

Cambridge University Press & Assessment in Makati invites a Service Desk Analyst to join our IT Service Management team. Provide prompt first- and second-line IT support to global colleagues by logging, analyzing, and resolving incidents and service requests.

The role combines hybrid work with two days in the office under a permanent contract, offering growth within a globally recognised not-for-profit publisher and assessment organisation.