Information Technology Service Desk

Tata Consultancy Services; Taguig; On-site; PHP 335,000 - 614,000; Full time

Job summary

Tata Consultancy Services is seeking an IT Service Desk Analyst in Metro Manila, Taguig to provide first and second-line investigation and diagnosis of incidents, resolve tickets, and communicate progress to clients. The role involves prioritizing requests via phone, email, chat, or in-person, and ensuring updates until resolution.

The ideal candidate has 2–5 years of IT service desk experience, strong communication skills, and the ability to work independently with attention to detail,

Qualifications

• Bachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College Graduate
• At least 2-5 years relevant ITSD experience
• Experience in resolving tickets
• Ability to work independently and take initiative
• Strong communications skills, both written and oral
• Maintains strong attention to detail in high-pressure situations
• Willingness to work flexible hours when needed

Responsibilities

• Provides first and second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per service desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Communicates with client regarding incident progress
• Ensures tickets are updated until issues are resolved
• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person
• Resolving technical issues quickly and efficiently
• Installing and configuring necessary software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions to identify trends
• Producing user manuals and guidance for end-users
• Special events coverage
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Laptop / Desktop Backup management and maintenance
• Assist all Joiners, Movers and Leavers tasks in the respective site
• Involve in Stock and Asset Management activities and coordinate with Stock Management

Skills

Strong communication

Independent work

Attention to detail

Flexible hours

Education

Bachelor's degree or 2 years college

Job description

• Provides First and second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Communicates with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
• Resolving technical issues quickly and efficiently
• Installing and configuring necessary software and meeting end-user needs
• Escalating any serious problems to relevant departments and teams
• Ensuring optimal network performance
• Performing system updates, tests, and maintenance to avoid service interruptions
• Monitoring and reporting service desk tickets
• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
• Producing user manuals and guidance for end-users
• Special events coverage
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Laptop / Desktop Backup management and maintenance
• Assist all Joiners, Movers and Leavers tasks in the respective site
• Involve in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

• Bachelor's Degree or completed at least 2 years in college with no back subjects, Associate Graduate, College Graduate
• At least 2-5 years relevant ITSD experience
• Experience in resolving tickets
• Ability to work independently and take initiative
• Strong communications skills, both written and oral
• Maintains strong attention to detail in high-pressure situations
• Willingness to work flexible hours when needed