Night-Shift Service Desk Analyst — Global SaaS Support

AMCS Group; Cebu City; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid working model

Healthcare coverage (Day 1)

25 annual leave days

Shuttle service

Free onsite meals

Wellbeing benefits

Continuous learning & development

Global collaboration

Job summary

AMCS Group in Cebu City, Philippines, is seeking a Service Desk Analyst to join our Service Operations team. In this customer-facing role, you will provide first-line support, troubleshoot technical and application issues, manage support cases, and ensure timely, high-quality service.

You will collaborate with customers, internal support teams, and product specialists to resolve incidents, maintain service standards, and contribute to continuous improvement within our global SaaS organisation.

Qualifications

• Experience in customer support or service desk roles.
• Ability to troubleshoot technical and application issues.
• Comfort with incident management and change awareness.

Responsibilities

• Provide first-line support to customers and resolve issues.
• Log and manage support cases with quality documentation.
• Coordinate with internal teams and product specialists.
• Monitor and respond to alerts and maintain knowledge base.
• Contribute to continuous service improvement.

Skills

Active listening

Customer communication

Relationship building

Problem solving

Planning & organizing

Technical troubleshooting

Documentation skills

Tools

SQL

Job description

AMCS Group in Cebu City, Philippines, is seeking a Service Desk Analyst to join our Service Operations team. In this customer-facing role, you will provide first-line support, troubleshoot technical and application issues, manage support cases, and ensure timely, high-quality service.

You will collaborate with customers, internal support teams, and product specialists to resolve incidents, maintain service standards, and contribute to continuous improvement within our global SaaS organisation.