IT Service Desk Analyst: Fast, SLA‑Driven Tech Support Pro

Hammerjack Pty Ltd; Taguig; On-site; PHP 446,000 - 893,000; Full time

Job summary

Hammerjack Pty Ltd in Taguig, Philippines is seeking an IT Support Analyst to provide technical and general application support to internal and external clients via phone, email, and portals. You will own incidents end-to-end, triage requests, and use ServiceNow or similar ITSM tools, while maintaining SLAs and delivering professional, empathetic service.

Applicants should have at least 2 years in IT support, strong English, and willingness to rotate shifts, with ITIL/Microsoft Azure or similar

Qualifications

• At least 2 years in IT support or IT performance analysis roles.
• Experience in an SLA-driven Service Desk environment.
• Proficiency with ITSM tools such as ServiceNow or BMC Helix.
• Strong written and verbal communication; diagnostic questioning.

Responsibilities

• Provide technical and general application support via phone, email, and portals.
• Triage, manage, and resolve incidents and service requests per SLAs.
• Understand configuration and usage of WTW technologies to support clients.

Skills

IT support experience

SLA-driven Service Desk

ITSM tools

English communication

Education

Associate's or Bachelor's degree in Computer Science/Information Systems

Tools

ServiceNow

BMC Helix

Job description

Hammerjack Pty Ltd in Taguig, Philippines is seeking an IT Support Analyst to provide technical and general application support to internal and external clients via phone, email, and portals. You will own incidents end-to-end, triage requests, and use ServiceNow or similar ITSM tools, while maintaining SLAs and delivering professional, empathetic service.

Applicants should have at least 2 years in IT support, strong English, and willingness to rotate shifts, with ITIL/Microsoft Azure or similar