Hybrid IT Service Desk Specialist

Cambridge University Press & Assessment; Manila; Hybrid; PHP 346,000 - 446,000; Full time

Benefits offered by this job

Regular Employment on Day 1

HMO Coverage

Life Insurance on Day 1

Paid Annual Leaves

Vesting/Retirement package

Career growth opportunities

Well-being programs

Hybrid work model

Diversity of collaboration

Job summary

Cambridge University Press & Assessment in Makati City, Metro Manila, is seeking a Service Desk Analyst to provide prompt first- and second-line IT support to global colleagues. You will log, analyse, and resolve incidents and service requests, with a focus on timely responses and adherence to ITIL processes.

The role is permanent and hybrid (two days in the office per week). Responsibilities include incident management, user access administration, and knowledge contribution to improve service

Qualifications

• Demonstrates strong service desk and customer service capability with clear communication.
• Experience logging, categorising, and prioritising incidents and requests.
• Analytical and problem-solving skills; stays calm under pressure.
• Experience with ITSM tools and Microsoft desktop environments.

Responsibilities

• Provide first- and second-line IT support via phone, email, and chat.
• Log, analyse, categorize, and prioritise tickets; escalate when needed.
• Troubleshoot PC issues, app access, password resets, and basic network/storage requests.
• Manage user access for joiners/movers/leavers and support services per catalogue.
• Contribute to knowledge management and service improvement initiatives.

Skills

Service desk

Customer service

Incident management

ITIL principles

Microsoft desktop support

Tools

Active Directory

Office 365

JIRA

SAP

Job description

Cambridge University Press & Assessment in Makati City, Metro Manila, is seeking a Service Desk Analyst to provide prompt first- and second-line IT support to global colleagues. You will log, analyse, and resolve incidents and service requests, with a focus on timely responses and adherence to ITIL processes.

The role is permanent and hybrid (two days in the office per week). Responsibilities include incident management, user access administration, and knowledge contribution to improve service