IT Service Desk Specialist — Customer-Driven Support Pro

Quantrics Enterprises Inc.; Naga; On-site; PHP 300,000 - 420,000; Full time

Job summary

Quantrics Enterprises Inc. in the Philippines seeks an IT Service Delivery Analyst to provide first-line technical support via the Service Desk and ensure high-quality IT service delivery aligned with business needs.

You will log and prioritize incidents, troubleshoot hardware and software, coordinate with internal teams and vendors, and help maintain ITSM processes including incident, change, and problem management to drive continuous improvement.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• At least 1 year hands-on IT support experience.
• Experience using ticketing tools (ServiceNow, Jira, Remedy).
• Solid troubleshooting skills (Windows, Office 365, network basics, VPN).
• Excellent communication and customer service skills.
• Ability to work in a fast-paced, SLA-driven environment.

Responsibilities

• Service Desk / End-User Support and be the primary point of contact via phone, email, chat or ticketing system.
• Log, categorize, and prioritize incidents and service requests in accordance with SLAs.
• Troubleshoot hardware, software, network, and application issues and provide timely resolution or escalation.
• Maintain clear documentation of tickets and resolutions and ensure strong user communication.
• Monitor ticket queues and SLA compliance; coordinate with internal IT teams and vendors for issue resolution.
• Support ITSM processes including Incident, Problem, Change, and Service Request Management.
• Assist in root cause analysis, change implementation, validation activities, and knowledge base updates.

Job description

Quantrics Enterprises Inc. in the Philippines seeks an IT Service Delivery Analyst to provide first-line technical support via the Service Desk and ensure high-quality IT service delivery aligned with business needs.

You will log and prioritize incidents, troubleshoot hardware and software, coordinate with internal teams and vendors, and help maintain ITSM processes including incident, change, and problem management to drive continuous improvement.