IT Service Desk

L.T.M Corporation Pte Ltd; Metro Manila; Hybrid; PHP 250,000 - 400,000; Full time

Job summary

L.T.M Corporation Pte Ltd is seeking a Service Desk Analyst to provide first-line IT support to a global user base. You will handle issues via phone, email, and chat, log incidents, and ensure SLA compliance while delivering strong end-user satisfaction.

Responsibilities include VPN, Active Directory, and Microsoft Office troubleshooting, and onboarding new users. A hybrid work setup in the Philippines is offered, with full-time schedules.

Qualifications

• Experience in Service Desk or Help Desk environments.
• Incident management and remote troubleshooting experience.
• Knowledge of Active Directory and Microsoft Office support.
• Experience with VPN troubleshooting and ticketing systems.
• Strong communication and customer service skills.

Responsibilities

• Provide technical support via phone, email, and chat.
• Log, track, and resolve incidents using ticketing tools.
• Troubleshoot VPN, Microsoft Office, and Active Directory issues.
• Manage support queues and meet SLA targets.
• Assist with user onboarding and account setup.
• Document resolutions and escalate complex issues when required.

Skills

Service Desk

Help Desk

Technical Support

Incident Management

Remote Troubleshooting

Active Directory

Microsoft Office

VPN Troubleshooting

Ticketing System

Customer Service

Communication Skills

Education

IT Background

Computer Science

Computer Engineering

ITIL Foundation (Preferred)

CompTIA A+ (Preferred)

Microsoft Certifications (Preferred)

Tools

VPN Clients

Ticketing System

Job description

Service Desk Job Summary We're looking for a customer-focused Service Desk Analyst to provide technical support via phone, email, and chat.

The role involves troubleshooting IT issues, managing support tickets, maintaining SLA compliance, and delivering an excellent end-user experience. Key Responsibilities Provide technical support through phone, email, and chat.

Log, track, and resolve incidents using ticketing tools. Troubleshoot VPN, Microsoft Office, and Active Directory issues. Manage support queues and meet SLA targets.

Assist with user onboarding and account setup. Document resolutions and escape complex issues when required. Required Skills

Service Desk, Help Desk, or Technical Support experience. Incident management and remote troubleshooting. Active Directory and Microsoft Office support.

VPN troubleshooting (GlobalProtect/Cisco AnyConnect preferred). Ticketing system experience. Strong communication, customer service, and problem-solving skills.

Preferred Experience 2+ years in Service Desk or Technical Support. Experience supporting global or remote users.

Knowledge of SLA-driven environments. Experience with onboarding and user provisioning. Education

IT, Computer Science, Computer Engineering, or related background preferred. Relevant Service Desk experience will also be considered. Certifications (Preferred)

ITIL Foundation CompTIA A+ Microsoft Certifications

Work Setup: Hybrid Employment Type:

Full-time Schedule: Amenable to shifting schedules

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