Senior Service Desk Analyst

Mgenesis; Philippines; On-site; PHP 669,600 - 892,800; Full time

Benefits offered by this job

Vacation Leave

Sick Leave

Birthday Leave

HMO upon regularization

In-house Training & Certifications

Life Insurance coverage upon hire

Job summary

Mgenesis is looking for a Supervisory-level professional to oversee IT service desk operations in Mandaluyong. This full-time, permanent role involves managing a service desk team, ensuring efficient resolution of user requests, and leading initiatives for continuous improvement.

The ideal candidate will have at least two years of IT support experience and one year in a leadership role, with preferred ITIL certifications. Benefits include HMO, vacation leaves, and a hybrid work arrangement.

Qualifications

• 2+ years of experience in IT support or service desk operations.
• At least 1 year in a leadership role.
• Advanced ITIL certifications preferred.

Responsibilities

• Lead and manage the service desk team for prompt IT support.
• Oversee root cause analysis for recurring incidents.
• Serve as the liaison between IT service desk and business units.

Skills

Leadership in IT service desk

Incident management

Problem-solving

Communication

Education

Bachelor’s degree in Information Technology

Tools

ServiceNow

Jira Service Management

Job description

Level: Supervisory

Employment Type: Full-time, Permanent

Location: Mandaluyong

Schedule: Monday to Friday

Job Summary:

This role is responsible for overseeing the daily operations of the IT service desk, ensuring the efficient and effective resolution of user requests, incidents, and problems.

Duties & Responsibilities

Incident Service Desk Operations Management

• Lead and manage the service desk team to ensure prompt and high-quality IT support services.
• Monitor and maintain ticketing systems, ensuring incidents, service requests, and problems are logged, prioritized, and resolved in accordance with SLAs.
• Define, implement, and enforce service desk policies and standard operating procedures (SOPs) to optimize efficiency and service quality.
• Ensure seamless collaboration between service desk, technical support, infrastructure, and application teams for efficient issue resolution.
• Maintain a user-centric approach, ensuring end-user satisfaction and adherence to business continuity principles.

Incident, Problem and Change Management

• Act as the primary escalation point for complex and high-impact technical issues, ensuring rapid resolution.
• Oversee root cause analysis (RCA) for recurring incidents, working closely with problem management teams to implement long-term solutions.
• Collaborate with change management teams to assess the impact of IT changes and ensure minimal disruption to business operations.
• Drive the adoption of proactive support strategies, including automation, self-service portals, and AI-driven IT support tools.

Stakeholder Engagement & Communication

• Serve as the liaison between the IT service desk, business units, and senior management to align IT support with business goals.
• Provide timely updates on major incidents, service disruptions, and ongoing improvements to key stakeholders.
• Conduct regular service review meetings with internal teams and business leaders to evaluate service performance and areas for improvement.
• Ensure clear and concise documentation of troubleshooting guides, knowledge base articles, and SOPs to improve first-call resolution rates.

Team Leadership & Performance Management

• Mentor and develop service desk analysts, fostering a high-performance and customer focused culture.
• Conduct regular performance reviews, set measurable goals, and provide continuous feedback to team members.
• Identify skill gaps and develop training plans to enhance technical expertise and service management capabilities.
• Implement workforce management strategies to ensure adequate coverage for 24/7 IT support operations, if applicable.

Reporting, Analytics & Continuous Improvement

• Work Generate and analyze key performance indicators (KPIs) such as first-call resolution (FCR), average resolution time, SLA compliance, and customer satisfaction scores.
• Utilize data-driven insights to identify service gaps, optimize workflows, and implement automation for improved efficiency.
• Lead ITSM process improvement initiatives to enhance service quality and reduce operational costs.
• Stay updated with industry best practices and emerging IT service management technologies to continuously refine service delivery strategies.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in IT support or service desk operations, with at least 1 year in a leadership role.
• Advance ITIL certifications (e.g., ITIL Practitioner, ITIL Managing Professional) are highly preferred.
• Experience managing ITSM tools such as ServiceNow, Freshservice, Jira Service Management, or similar platforms.
• Familiarity with Microsoft Active Directory, Office 365, remote support tools, and enterprise level IT environments.

Benefits

• Vacation Leave
• Sick Leave
• Birthday Leave
• HMO upon regularization
• 5-day work week only
• Sick leave convertible into cash
• In-house Training & Certifications
• Great pay & incentives
• Hybrid Work Arrangement
• Life Insurance coverage upon hire