Remote Service Desk Analyst (L1) - IT Support

LAdmins; Philippines; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Permanent Work from Home

Paid Time Off

Monthly Performance Bonus

Annual Bonus

Health Allowance

Internet Allowance

Job summary

Ladmins is seeking a Service Desk Analyst (L1) for a fully remote role based in the Philippines. You will be the first point of contact for end-users, triaging incidents and handling high-volume service requests across Windows, Google Workspace, and Microsoft 365.

You'll work with a U.S.-based team, follow ITIL-inspired processes, and document troubleshooting steps clearly while delivering reliable support from a home office environment.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 1–2 years IT support experience (MSP a plus).
• Familiarity with ITIL concepts (Incident, Request, Change).
• Working knowledge of Windows 11, macOS, Microsoft 365, Google Workspace.

Responsibilities

• Serve as initial contact for inbound support via phone, email, and ticketing system.
• Handle high-volume service requests (password resets, onboarding/offboarding, software installs).
• Follow escalation procedures when issues exceed Tier 1 scope and document steps taken.

Skills

Troubleshooting

Communication

Incident management

ITIL awareness

Teamwork

Planning & organization

Education

Bachelor's in IT/CS

Tools

Active Directory

Entra ID

Google Workspace

Microsoft 365

Windows 11

Job description

Ladmins is seeking a Service Desk Analyst (L1) for a fully remote role based in the Philippines. You will be the first point of contact for end-users, triaging incidents and handling high-volume service requests across Windows, Google Workspace, and Microsoft 365.

You'll work with a U.S.-based team, follow ITIL-inspired processes, and document troubleshooting steps clearly while delivering reliable support from a home office environment.