IT Service Desk Analyst II – Night Shift (SPOC)

Arch Capital Group Ltd.; Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Arch Global Services (Philippines) Inc. is seeking a Service Desk Analyst for night shift to provide end-user support and helpdesk documentation. You will diagnose and resolve basic to moderate IT problems, work with Helpdesk, Desktop Technology and ATS teams, and ensure security standards while maintaining SLA targets.

The role emphasizes documenting recurring tasks, setting up user accounts, and delivering professional, customer-focused support in a night shift environment.

Qualifications

• BS in IT or related field.
• Night Shift availability is required.
• Experience in a IT service desk/helpdesk environment is a plus.

Responsibilities

• Act as the single point of contact (SPOC).
• Log, track, and resolve incidents and service requests.
• Restore service as quickly as possible within SLA targets.
• Deliver professional, customer-focused support.
• Protect confidential information and maintaining security standards.
• Drive continuous service improvement.
• Assist with Ad Hoc projects and backup support for the support team.

Skills

MS Office

Office365

Exchange/Outlook

Windows 7/10

Active Directory

Hardware Troubleshooting

Basic Network Troubleshooting

SCCM/Intune

Education

BS in IT or related field

Tools

SCCM/Intune

Citrix

Virtual Machines

Job description

Arch Global Services (Philippines) Inc. is seeking a Service Desk Analyst for night shift to provide end-user support and helpdesk documentation. You will diagnose and resolve basic to moderate IT problems, work with Helpdesk, Desktop Technology and ATS teams, and ensure security standards while maintaining SLA targets.

The role emphasizes documenting recurring tasks, setting up user accounts, and delivering professional, customer-focused support in a night shift environment.