It Technical Support

Mangojob- Recruitment Platform | Jobs & Hiring App; Pasay; On-site; PHP 260,000 - 420,000; Full time

Job summary

Mangojob- Recruitment Platform | Jobs & Hiring App is seeking an IT Service Desk Analyst in the Philippines. The role focuses on restoring employee or client IT services through structured incident, request, and ticket management, with emphasis on organization and professional teamwork.

Responsibilities include logging and prioritizing incidents, troubleshooting various IT issues, performing remote actions, escalating with diagnostics, and maintaining knowledge articles to meet SLAs.

Qualifications

• Bachelor's degree in IT/CS or related field preferred.
• 1–2 years of service desk, helpdesk, or IT support experience preferred.
• Knowledge of Windows, Microsoft 365, Active Directory, networking, and common enterprise applications.
• Experience with ticketing tools and ITIL-based service processes is preferred.
• Strong technical communication and customer service skills.
• Able to work shifting or on-call schedules when required.

Responsibilities

• Log, categorize, prioritize, and manage incidents and service requests.
• Troubleshoot access, software, hardware, network, email, and endpoint issues.
• Perform approved account resets, installations, configurations, or remote support actions.
• Escalate incidents with complete diagnostics and business impact information.
• Maintain ticket updates, knowledge articles, and service-level compliance.

Skills

Technical communication

Customer service

Shift work

Education

Bachelor's degree in IT/CS

Tools

Windows OS

Active Directory

Microsoft 365

Networking

Ticketing tools

ITIL-based processes

Job description

JOB DESCRIPTION

The IT Service Desk Analyst will restore employee or client IT services through structured incident, request, and ticket management. The successful candidate should be organized, capable in the relevant field, and able to work professionally with the assigned team.

RESPONSIBILITIES

• Log, categorize, prioritize, and manage incidents and service requests.
• Troubleshoot access, software, hardware, network, email, and endpoint issues.
• Perform approved account resets, installations, configurations, or remote support actions.
• Escalate incidents with complete diagnostics and business impact information.
• Maintain ticket updates, knowledge articles, and service-level compliance.

JOB REQUIREMENTS

• College Level or Bachelor's Degree in IT, Computer Science, or a related field preferred.
• 1–2 years of service desk, helpdesk, or IT support experience preferred.
• Knowledge of Windows, Microsoft 365, Active Directory, networking, and common enterprise applications.
• Experience with ticketing tools and ITIL-based service processes is preferred.
• Strong technical communication and customer service skills.
• Able to work shifting or on-call schedules when required.