IT Service Desk a month ago

L.T.M Corporation Pte Ltd; Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

L.T.M Corporation Pte Ltd is seeking a customer-focused Service Desk Analyst to provide technical support via phone, email, and chat. You will troubleshoot IT issues, manage support tickets, maintain SLA compliance, and ensure a positive end-user experience.

Key responsibilities include logging and resolving incidents, VPN, Active Directory, and Microsoft Office problems, onboarding new users, documenting solutions, and escalating complex issues as needed.

Qualifications

• Experience in Service Desk or Technical Support.
• Experience with incident management and remote troubleshooting.
• Knowledge of VPN, AD, and Microsoft Office support.
• Experience with logging, tracking, and resolving incidents.
• Familiarity with SLA-driven environments.

Responsibilities

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

Skills

Service Desk

Help Desk

Incident management

Remote troubleshooting

Active Directory

Microsoft Office

VPN troubleshooting

Ticketing system

Communication skills

Education

IT, Computer Science, Computer Engineering or related background

ITIL Foundation

CompTIA A+

Microsoft Certifications

Tools

GlobalProtect

Cisco AnyConnect

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 escalate 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 Details Location: 10th Floor Building 1800 Eastwood Avenue, Eastwood City Cyberpark Bagumbayan Quezon City

Work Setup: Onsite Employment Type:

Full-time Schedule: Amenable to shifting schedules

#Hiring #ServiceDeskAnalyst #ServiceDesk #HelpDesk #ITSupport #TechnicalSupport #ActiveDirectory #VPN #MicrosoftOffice #CustomerSupport #PhilippinesJobs

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