IT Service Desk Analyst

Gratitude Inc; Taguig; On-site; PHP 223,200 - 502,200; Full time

Job summary

A leading technology services provider in Taguig is seeking an IT Service Desk Analyst to deliver top-notch technical support. The role includes first and second-line support via various channels and managing IT incidents effectively. Candidates must have at least 2-4 years of experience in IT support, particularly in BPO environments. A Bachelor's degree or equivalent coursework is required, along with strong communication skills. Flexibility for night shifts is essential. Competitive salary range from PHP 20,000 to PHP 45,000.

Qualifications

• A minimum of 2-4 years of relevant IT Service Desk experience.
• At least 1 year of experience in a BPO environment.
• Experience in Retail, Hospitality, or Healthcare is a significant advantage.

Responsibilities

• Provide first and second-line support via phone, email, and chat.
• Log, manage, prioritize, and document support tickets.
• Install, configure, and troubleshoot hardware and software.

Skills

Technical skills in ticket resolution

Desktop/laptop support

Strong written and oral communication skills

Basic network troubleshooting

Education

Bachelor’s Degree or at least 2 years in college

Job description

Job Title: IT Service Desk Analyst

Location: Onsite - BGC, Taguig

Work Schedule: Night Shift

Salary Range: PHP 20,000 - PHP 45,000

About the Role:

We are seeking a skilled and proactive IT Service Desk Analyst to provide first and second-line technical support. You will be the primary point of contact for investigating, diagnosing, and resolving IT incidents and service requests, ensuring minimal disruption to business operations. The ideal candidate is a problem-solver with excellent communication skills and experience in a dynamic service desk environment.

Key Responsibilities:

• Provide first and second-line investigation, diagnosis, and resolution of IT incidents and service requests via phone, email, and chat.
• Log, manage, prioritize, and document all support tickets, ensuring timely updates and closure within defined SLAs.
• Escalate complex issues to relevant internal teams following agreed procedures and timelines.
• Communicate effectively with end-users regarding incident progress and resolutions.
• Install, configure, and troubleshoot hardware (laptops, desktops) and software applications.
• Perform user account management (creation, deletion, permissions) and support Joiners/Movers/Leavers processes.
• Assist with local network support, hardware/software procurement, setup, and asset management activities.
• Conduct system updates, tests, and routine maintenance.
• Monitor ticket trends, analyze reports, and contribute to knowledge base articles and user guides.
• Provide special events coverage and support as required.

Job Requirements

Qualifications & Mandatory Requirements:

• Education: Bachelor’s Degree, Associate Graduate, or completed at least 2 years in college (with no back subjects). Diploma and TOR are mandatory for the hiring process.
• Experience: Minimum 2-4 years of relevant IT Service Desk experience.
• BPO Experience: At least 1 year of experience in a BPO (Business Process Outsourcing) environment.
• Industry Preference: Experience in Retail, Hospitality, or Healthcare domains is a significant advantage.
• Technical Skills: Proven experience in ticket resolution, desktop/laptop support, software installation, and basic network troubleshooting.
• Soft Skills: Strong written and oral communication skills. Ability to work independently, take initiative, and maintain attention to detail under pressure.
• Willingness to work on a night shift schedule and flexible hours when needed.
• Immediate joiners are preferred.

Application Process:

• Recruitment Drive: Walk-in interviews are held every Tuesday, Wednesday, and Thursday from 3:00 PM to 5:00 PM.
• Required Documents for Interview:

1. Updated CV/Resume
2. Diploma AND Transcript of Records (TOR)
3. SSS History of Employment

• Important Notice: Candidates who cannot present their Diploma and TOR will not be processed. Current and former employees of Tata Consultancy Services (TCS) are not eligible for this role.

How to Apply:

Please attend our recruitment drive at the specified schedule with the complete mandatory documents. Ensure your CV is updated and reflects your IT service desk, BPO, and relevant industry experience.