IT Service Desk Analyst - Fast, Client-Driven Support

Intro Recruitment Asia; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Intro Recruitment Asia in the Philippines seeks an IT Support Analyst to provide technical and general application support to internal and external clients via phone, email, and portals; manage incidents and service requests end-to-end.

You will use ServiceNow or BMC Helix, demonstrate strong communication and diagnostic skills, and support SLA targets; JLPT N1/N2 is required, with willingness to work rotating shifts including weekends.

Qualifications

• 2+ years in IT support, end-user support, or IT performance analysis roles.
• Experience in SLA-driven Service Desk or support environment.
• Proficiency with ITSM tools (ServiceNow, BMC Helix) or similar.
• Strong written and verbal communication; ability to diagnose and ask questions effectively.

Responsibilities

• Provide technical and general application support to clients via phone, email, and portals.
• Manage, triage, and resolve incidents and service requests per SLAs.
• Own client technical issues end-to-end, from report to resolution/escalation.
• Escalate unresolved incidents per SLAs and operational thresholds.
• Document solutions and known issues; contribute to knowledge base and improvements.

Skills

IT support

Customer service

Communication

Diagnostic questioning

Time management

Education

Associate’s degree

Bachelor’s degree

Tools

ServiceNow

BMC Helix

Job description

Intro Recruitment Asia in the Philippines seeks an IT Support Analyst to provide technical and general application support to internal and external clients via phone, email, and portals; manage incidents and service requests end-to-end.

You will use ServiceNow or BMC Helix, demonstrate strong communication and diagnostic skills, and support SLA targets; JLPT N1/N2 is required, with willingness to work rotating shifts including weekends.