Senior Service Desk Analyst - 24/7 Remote IT Support

IntouchCX; Metro Manila; Hybrid; PHP 240,000 - 480,000; Full time

Job summary

IntouchCX seeks a Service Desk Analyst to deliver advanced technical support to end users globally. You will resolve complex issues remotely, collaborating with Tier 1 and escalation teams to ensure timely solutions for both on-site and remote users.

The role requires 1–3 years in IT operations or service desk, strong English communication, and experience with Jira/ServiceNow/Remedy. Familiarity with Windows OS, AD, G Suite, and MS Office is a plus.

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.
• Excellent English written and verbal communication skills.
• Experience with ticketing tools like Jira, ServiceNow or Remedy is a plus.
• Understand 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 efficiently.
• Deliver excellent customer service while assisting end-users with inquiries and issues.
• Communicate effectively with technical and non-technical users to gather information and explain solutions.
• Collaborate with Tier 1 to gather information and escalate when needed.
• Document escalated issues and follow-up actions per ITIL practices.
• Contribute to knowledge base for Tier 1 self-service support.
• Use remote support tools to access end-users’ systems.
• Stay updated on remote support technologies and tools.
• Coordinate with other teams and IT departments to address complex challenges.
• Participate in team meetings and share insights to improve support.
• Provide guidance to Tier 1 support personnel.

Skills

English communication

Customer service

Team collaboration

Problem solving

Self-motivated

Education

Technical Graduate

Tools

Jira

ServiceNow

Remedy

Job description

IntouchCX seeks a Service Desk Analyst to deliver advanced technical support to end users globally. You will resolve complex issues remotely, collaborating with Tier 1 and escalation teams to ensure timely solutions for both on-site and remote users.

The role requires 1–3 years in IT operations or service desk, strong English communication, and experience with Jira/ServiceNow/Remedy. Familiarity with Windows OS, AD, G Suite, and MS Office is a plus.