IT Service Desk Analyst

ATOS Information Technology Inc.; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

ATOS Information Technology Inc. is seeking a Service Desk/Technical Support professional in Metro Manila with a shifting schedule. The role requires excellent English communication, a bachelor's degree, and at least 6 months of service desk experience.

You will troubleshoot hardware, software, and network issues, coordinate with technical teams, and guide customers through resolution steps. The position emphasizes teamwork, problem solving, and potential ITIL familiarity.

Qualifications

• Excellent English communication skills.
• Bachelor's/College Degree in any field.
• At least 6 months of Service Desk, Helpdesk, Technical Support experience.
• ITIL certification is an advantage.

Responsibilities

• Troubleshoots hardware, software, and network problems via phone with escalation as needed.
• Assists users by applying knowledge of information systems products and services.
• Identifies, investigates, and resolves user questions and problems.
• Coordinates referrals to appropriate technical or service personnel.
• Receives, prioritizes and escalates issues using standard procedures.
• Provides functional or task leadership.
• Coordinates system upgrades and special projects.
• Briefs customers/management on resolution status.
• Acts as a technical advisor for complex issues.
• Suggests system/process improvements and updated documentation.
• May mentor less experienced staff.
• Interfaces with clients to troubleshoot and diagnose complex issues.
• Delivers prompt and professional Help Desk service; performs other duties as assigned.

Skills

Excellent English communication

Strong team player

Problem solving

ITIL awareness

Education

Bachelor's degree (any field)

Job description

Location: McKinley, Taguig and MOA, Pasay

Shift Schedule: Shifting schedule

Job Qualifications

• Candidate must have excellent English communication skills.
• Candidate must have a Bachelor's/College Degree in any field.
• At least 6 months of Service Desk, Helpdesk, Technical Support experience is required.
• Strong team player
• Must be able to demonstrate strong problem-solving skills
• ITIL certification is an advantage

Job Responsibilities

• Troubleshoots hardware, software, and network operating problems via phone and involves technical resources to ensure resolution.
• Applies understanding and knowledge of information systems products and services to assist users.
• Identifies, investigates, and researches user questions and problems, as well as isolates and resolves information systems issues.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards them using appropriate escalation procedures.
• Provides functional or task leadership.
• Coordinates special projects and system upgrades.
• Briefs customers and/or management on the status of resolution efforts.
• Serves as a technical advisor to users with complex system issues by resolving them or conferring with technical personnel.
• Recommends system or process improvements, including procedures, training, and enhanced documentation.
• May provide occasional functional and technical guidance to less experienced staff.
• Oversees and coordinates with the quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze, and diagnose complex issues, engaging appropriate technical resources to resolve them.
• Works under limited supervision to provide prompt and professional Help Desk service through the quick processing and prioritization of a variety of problems.
• Performs other duties as assigned.