IT Service Desk Analyst

Asia Select, Inc. (ASI); Taguig; On-site; PHP 240,000 - 480,000; Full time

Job summary

Asia Select, Inc. (ASI) in the Philippines seeks an IT Service Desk professional to log, categorize, and prioritize incidents and service requests. You will resolve first-line issues and escalate complex concerns to the appropriate teams.

You will track ticket progress, maintain documentation, manage user provisioning, and provide regular updates to customers on incident status and disruptions. The role involves knowledge base maintenance and collaboration with global colleagues.

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS.
• Experience in IT Service Desk, Technical Support, or similar.
• Experience with ticketing systems and incident management processes.
• Knowledge of user provisioning, onboarding/offboarding, and IT asset management.
• Familiarity with SLAs and IT service management processes.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication.
• Ability to work with global stakeholders and cross-functional teams.
• Proficient in Microsoft Office applications.

Responsibilities

• Receive, log, categorize, and prioritize incidents and service requests via various channels.
• Track ticket progress and ensure timely resolution within SLAs; document actions and resolutions.
• Manage user provisioning, onboarding/offboarding across systems.
• Provide regular updates to customers on incident status, maintenance, and service disruptions.
• Create, update, and maintain knowledge articles and operational documentation.
• Collaborate with internal teams, vendors, and global colleagues to resolve issues and improve service delivery.
• Assist in managing software licenses, hardware inventory, and IT assets; support procurement and storage.
• Analyze recurring incidents and propose process improvements for operational excellence.

Skills

IT Service Desk

Technical Support

Ticketing systems

SLA awareness

Problem solving

Verbal & written communication

Global collaboration

MS Office

Education

Bachelor's degree in IT/CS/IS

Tools

Ticketing systems

IT asset management

Microsoft Office

Job description

• Receive, log, categorize, and prioritize incidents and service requests through various channels. Resolve first-line issues and escalated complex concerns to the appropriate support teams.
• Track ticket progress, follow up on pending requests, ensure timely resolution within agreed SLAs, and maintain accurate documentation of incidents, actions taken, and resolutions.
• Manage user account provisioning, modifications, deprovisioning, and coordinate employee onboarding and offboarding activities across systems and platforms.
• Provide regular updates to customers regarding incident status, maintenance activities, service disruptions, and resolutions while maintaining a high level of customer satisfaction.
• Create, update, and maintain knowledge articles and operational documentation to support efficient issue resolution and promote customer self-service capabilities.
• Work closely with internal support teams, vendors, suppliers, and global colleagues to resolve issues, validate information, and improve service delivery.
• Assist in managing software licenses, hardware inventory, procurement activities, asset records, and technology storage facilities to ensure compliance and operational readiness.
• Analyze recurring incidents, identify root causes, recommend process enhancements, support system improvements, and contribute to operational excellence within the Global Customer Operations team.

SKILLS AND QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience in IT Service Desk, Technical Support, or a related role.
• Experience working with ticketing systems and incident management processes.
• Knowledge of user provisioning, onboarding/offboarding, and IT asset management.
• Familiarity with Service Level Agreements (SLAs) and IT service management processes.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work effectively with global stakeholders and cross-functional teams.
• Proficiency in Microsoft Office applications and common business systems.