IT Service Desk Analyst

Trinity Workforce Solutions, Inc.; Quezon City; On-site; PHP 420,000 - 640,000; Full time

Job summary

A leading workforce solutions provider in Quezon City seeks an experienced IT Support professional for a permanent position. This role involves providing first-level support for IT issues via phone, email, or ticketing systems while ensuring high customer satisfaction. Applicants should have at least 1 year of experience in IT Service Desk, strong proficiency in ServiceNow, and excellent English communication skills. The position is full on-site with a shifting schedule, starting as soon as possible.

Qualifications

• Minimum 1 year of solid experience in IT Service Desk, IT Helpdesk, or Desktop Support.
• Strong proficiency in ServiceNow or other ticketing tools.
• Excellent English communication skills (verbal and written).
• Experience supporting international or global users.
• Ability to work independently and in a team environment.

Responsibilities

• Providing first-level support for IT issues via phone, email, or ticketing system.
• Troubleshooting hardware, software, and network-related problems.
• Logging, tracking, and resolving incidents using ServiceNow.
• Escalating complex issues to higher-level support teams when necessary.
• Ensuring timely resolution of tickets and maintaining high customer satisfaction.
• Documenting solutions and contributing to the knowledge base.
• Delivering support for international accounts across regions and time zones.

Skills

IT Service Desk experience

ServiceNow proficiency

Excellent English communication

Troubleshooting skills

Teamwork

Tools

ServiceNow

Job description

Position Details

• Permanent
• Full onsite | Shifting schedule | Quezon City
• Salary Offer: TBD

Job Requirements

Qualifications required:

• Minimum 1 year of solid experience in IT Service Desk, IT Helpdesk, or Desktop Support.
• Strong proficiency in ServiceNow or other ticketing tools.
• Excellent English communication skills (verbal and written).
• Experience handling international accounts or supporting global users.
• Ability to work independently and in a team environment.
• Willingness to start as soon as possible.

Key Responsibilities include:

• Providing first-level support for IT issues via phone, email, or ticketing system.
• Troubleshooting hardware, software, and network-related problems.
• Logging, tracking, and resolving incidents using ServiceNow or similar ticketing tools.
• Escalating complex issues to higher-level support teams when necessary.
• Ensuring timely resolution of tickets and maintaining high customer satisfaction.
• Documenting solutions and contributing to the knowledge base.

Delivering support for international accounts, ensuring smooth communication and resolution across different regions and time zones.