IT Service Desk Analyst

ESOL IT SERVICES INC.; Quezon City; On-site; PHP 250,000 - 420,000; Full time

Job summary

ESOL IT SERVICES INC. in Manila region seeks an IT Service Desk Analyst to provide first-level technical support to end users, handling incidents and service requests with a focus on customer service.

You will troubleshoot Windows/365, VPN, AD, password issues, and collaborate with global teams to resolve issues within SLA. This role offers growth in a fast-paced managed services environment and requires clear communication in English.

Qualifications

• Bachelor's Degree in IT/CS or related field.
• 1–2 years IT service desk or help desk experience.
• Experience with enterprise ticketing systems.
• Strong English communication skills.
• Experience supporting enterprise users in corporate or managed services.

Responsibilities

• Provide Level 1 technical support via phone, email, chat, and ticketing.
• Log, categorize, prioritize, troubleshoot, and resolve incidents.
• Troubleshoot Windows OS, M365, Outlook, Teams, VPN, AD, password resets, and hardware.
• Escalate complex issues to appropriate teams.
• Monitor ticket queues and SLA adherence.
• Document troubleshooting steps and incident details.
• Provide timely updates to users on incident status.
• Maintain high customer satisfaction through professional support.

Skills

Troubleshooting

Analytical thinking

Communication

Ticketing systems

Customer service

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Remedy

Jira

Zendesk

Job description

We are looking for an IT Service Desk Analyst to provide first-level technical support to end users. The successful candidate will handle IT incidents and service requests, troubleshoot technical issues, and ensure timely resolution while maintaining excellent customer service.

Key Responsibilities

• Provide Level 1 technical support to end users through phone, email, chat, and ticketing systems.

• Log, categorize, prioritize, troubleshoot, and resolve IT incidents and service requests.

• Troubleshoot issues related to Windows operating systems, Microsoft 365, Outlook, Microsoft Teams, VPN, Active Directory, password resets, account lockouts, and hardware.

• Escalate complex or unresolved technical issues to the appropriate support teams.

• Monitor ticket queues and ensure timely resolution of incidents in accordance with SLA requirements.

• Document troubleshooting procedures, resolutions, and relevant incident details in the ticketing system.

• Provide timely updates to users regarding the status of their incidents and service requests.

• Maintain a high level of customer satisfaction through professional and effective technical support.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or any related field. Equivalent relevant work experience may be considered.

• Minimum of 1–2 years of experience in IT Service Desk, Help Desk, Technical Support, Desktop Support, or IT Support roles.

• Experience providing technical support to enterprise users in a corporate or managed services environment.

• Hands-on experience with ticketing systems such as ServiceNow, Remedy, Jira, Zendesk, or similar platforms.

• Strong troubleshooting, analytical, and problem-solving skills.

• Good to excellent verbal and written English communication skills.

• Experience supporting global or international users is an advantage.

Preferred Skills

• ITIL Foundation certification or working knowledge of ITIL principles.

• Exposure to Azure Active Directory (Azure AD) / Microsoft Entra ID.

• Experience supporting remote and hybrid work environments.

• Familiarity with SLA-driven IT support operations and incident management processes.

• Previous experience supporting healthcare or medical accounts is an advantage but not required.