L1 IT Service Desk Analyst — Frontline Tech Support

Unisys; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Job summary

Unisys in Metro Manila is seeking a Technical Service Desk Analyst L1 to provide first-level IT support for incidents and service requests. You will troubleshoot hardware, software, network, and applications while upholding SLAs and customer service standards.

The role requires 2–3 years of relevant experience; Office hours may include shifts. Strong communication and problem-solving skills are essential for success in this on-site position in Mandaluyong.

Qualifications

• Proficient in troubleshooting Windows 10/11 and Microsoft 365 apps.
• Knowledge of Active Directory and password management.
• Understanding of basic networking (TCP/IP, DNS, VPN).

Responsibilities

• Be the first point of contact for IT support via phone, email, chat, and ticketing.
• Log, categorize, prioritize, and track incidents and requests.
• Provide first-level troubleshooting for desktop, mobile, printer, and app issues.
• Troubleshoot Windows OS, Microsoft 365 apps, Outlook, Teams, and basic networking.
• Reset passwords and manage user accounts; escalate to Level 2/3 when needed.
• Document issues, resolutions, and support activities accurately.
• Follow ITIL processes for incident, request, and problem management.
• Ensure timely resolution within SLAs.
• Assist users with remote access, VPN, hardware setup, and software installs.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Troubleshooting

Customer service

Communication

Tools

ServiceNow

Remedy

Jira

Job description

Unisys in Metro Manila is seeking a Technical Service Desk Analyst L1 to provide first-level IT support for incidents and service requests. You will troubleshoot hardware, software, network, and applications while upholding SLAs and customer service standards.

The role requires 2–3 years of relevant experience; Office hours may include shifts. Strong communication and problem-solving skills are essential for success in this on-site position in Mandaluyong.