IT Service Desk

LTM; Metro Manila; Hybrid; PHP 240,000 - 480,000; Full time

Benefits offered by this job

Hybrid work setup

Full-time employment

Shifting schedules

Job summary

LTM is seeking a Service Desk Analyst to provide technical support across phone, email, and chat. You will log and resolve incidents using a ticketing system, troubleshoot VPN and Active Directory, and manage queues to meet SLA targets.

You will assist with user onboarding and document resolutions for escalated cases. Hybrid work setup in the Philippines offers full-time employment with shifting schedules.

Qualifications

• 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 escalated complex issues when required.

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 escalated complex issues when required.

Skills

Service Desk experience

Incident management

Remote troubleshooting

Strong communication

Customer service

Problem-solving skills

Education

IT

Computer Science

Computer Engineering

Tools

Active Directory

Microsoft Office

Ticketing system

Job description

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 escalated 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.
• 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
• Location: Philippines
• Work Setup: Hybrid
• Employment Type: Full-time
• Schedule: Amenable to shifting schedules

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