Night Shift Service Desk Analyst II – IT Support Pro

Arch Global Services Philippines; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Arch Global Services Philippines is seeking a Service Desk Analyst for a night shift to provide end-user IT support and create documentation for recurring tasks. You will diagnose and resolve basic to moderate IT problems, working closely with Helpdesk, Desktop Technology, and ATS teams.

You will log and track incidents, restore service within SLA targets, and deliver professional, customer-focused support while protecting confidential information.

Qualifications

• Proficient in MS Office, Office365, Exchange/Outlook and Windows OS.
• Experience diagnosing basic to moderate IT issues and restoring services within SLA.
• Strong written and verbal communication; professional documentation practices.

Responsibilities

• Act as the single point of contact (SPOC) for IT support.
• Log, track, and resolve incidents and service requests.
• Restore service as quickly as possible within SLA targets.
• Deliver professional, customer-focused support.
• Protect confidential information and maintaining security standards.
• Drive continuous service improvement.
• Assist with Ad Hoc projects and backup support for the support team

Skills

Customer service

VMs & Citrix

Analytical skills

Communication skills

Documentation skills

Teamwork/independence

Windows knowledge

Insurance terminology understanding

Education

BS in IT or related field

Tools

MS Office

Office365

Microsoft Exchange & Outlook

Windows 7/10

Active Directory

Hardware Troubleshooting

Basic Network Troubleshooting

SCCM/Intune

Job description

Arch Global Services Philippines is seeking a Service Desk Analyst for a night shift to provide end-user IT support and create documentation for recurring tasks. You will diagnose and resolve basic to moderate IT problems, working closely with Helpdesk, Desktop Technology, and ATS teams.

You will log and track incidents, restore service within SLA targets, and deliver professional, customer-focused support while protecting confidential information.