Remote Tier II Service Desk Analyst

IntouchCX; Metro Manila; Hybrid; PHP 180,000 - 260,000; Full time

Job summary

IntouchCX is seeking a Service Desk Analyst to deliver advanced technical support to end users globally. You will handle Tier II incidents, diagnose issues across hardware, software, and network infrastructure, and collaborate with Tier 1 and higher-level teams.

You will use remote tools for troubleshooting, maintain thorough records, and contribute to knowledge bases while delivering excellent customer service in a fast-paced environment.

Qualifications

• Must be a full time Technical Graduate.
• 1 to 3 years of experience in IT operations or Technical Service Desk with global customer facing experience.
• Good logical probing, understanding and troubleshooting skills.
• Experience with ticketing systems like Jira, ServiceNow or Remedy is a plus.
• Excellent English written and verbal communication skills.
• Technical awareness to match resources to issues.
• Fair knowledge of Windows OS, AD, G Suite, MS Office User Administration.
• Understanding of incidents, service requests and major incidents.

Responsibilities

• Provide Tier II contact and incident resolution for hardware, software, and application problems.
• Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure.
• Use remote tools to troubleshoot and resolve problems.
• Offer excellent customer service while assisting end-users with technical inquiries.
• Communicate clearly with technical and non-technical users to gather information and explain solutions.
• Collaborate with Tier 1 to gather information and escalate as needed.
• Document escalated issues and follow-up actions per ITIL best practices.
• Maintain accurate records of issues and solutions.
• Contribute to knowledge base for Tier 1/self-service resolution.
• Use remote support tools to access end-user systems.
• Stay updated on latest remote support technologies.
• Collaborate with other teams and system admins to address challenges.
• Participate in team meetings and share insights.

Skills

English communication

Troubleshooting

Customer service

Team collaboration

IT operations

Windows administration

Active Directory

G Suite administration

Incident management

Process management

Typing speed

Multilingual (bonus)

Education

Technical Graduate

Tools

Jira

ServiceNow

Remedy

Job description

IntouchCX is seeking a Service Desk Analyst to deliver advanced technical support to end users globally. You will handle Tier II incidents, diagnose issues across hardware, software, and network infrastructure, and collaborate with Tier 1 and higher-level teams.

You will use remote tools for troubleshooting, maintain thorough records, and contribute to knowledge bases while delivering excellent customer service in a fast-paced environment.