MSP IT Service Desk Analyst — Night Shift

IT by Design Philippines Inc.; Taguig; On-site; PHP 268,000 - 446,000; Full time

Benefits offered by this job

HMO Coverage Day 1 + 1 Free Dependent

Life & Pet Insurance

Performance Bonus & Annual Review

13th Month Pay

10% Night Shift Differential

Holiday Pay

Job summary

IT By Design Philippines Inc. is seeking IT Service Desk Analysts to provide L1–L2 technical support across diverse client environments in a fast-paced MSP. You will troubleshoot desktop, hardware, software, and user issues while supporting Active Directory, Microsoft 365, VPN, and network services.

Night shifts are onsite at BGC, Taguig, with clear escalation paths to L2/L3 engineers. You will work with global clients, ensure tickets meet SLAs, and document resolutions carefully.

Qualifications

• 2+ years of IT Service Desk, Help Desk, Desktop Support, or Technical Support experience.
• Experience in an MSP, BPO IT support, or multi-client environment preferred.
• Hands-on with Active Directory, Microsoft 365/Outlook, VPN troubleshooting, desktop/hardware support, printer/peripheral troubleshooting, and basic network troubleshooting.

Responsibilities

• Provide L1–L2 technical support across multiple client environments in a fast-paced MSP setting.
• Troubleshoot desktop, laptop, hardware, software, and user IT issues.
• Support Active Directory, Microsoft 365, Outlook, and other business applications.
• Diagnose and resolve VPN, network connectivity, printer, and peripheral issues.
• Manage tickets, incidents, and service requests while meeting client SLAs.
• Support users remotely and across different client environments.
• Document troubleshooting steps and resolutions in the ticketing system.
• Collaborate with L2/L3 engineers for escalations.
• Communicate clearly with global clients throughout the support process.

Skills

IT Service Desk Experience

English communication

Troubleshooting

Customer-focused

Tools

Active Directory

Microsoft 365/Outlook

VPN troubleshooting

Desktop/hardware support

Printer troubleshooting

Networking basics

Job description

IT By Design Philippines Inc. is seeking IT Service Desk Analysts to provide L1–L2 technical support across diverse client environments in a fast-paced MSP. You will troubleshoot desktop, hardware, software, and user issues while supporting Active Directory, Microsoft 365, VPN, and network services.

Night shifts are onsite at BGC, Taguig, with clear escalation paths to L2/L3 engineers. You will work with global clients, ensure tickets meet SLAs, and document resolutions carefully.