Service Desk Analyst

Booth & Partners; Cebu City; On-site; PHP 200,000 - 280,000; Full time

Job summary

Data#3 in Cebu City, Philippines is seeking a Service Desk Analyst. You will monitor phone queues, handle incidents, and provide timely updates in the ticketing system from a remote or on-site setting.

Responsibilities include diagnosing issues over the phone, assigning to resolver groups, and delivering high-quality customer support. The role requires 3+ months in a service desk or IT support, basic AD/Exchange knowledge, and willingness to work at client sites.

Qualifications

• At least 3 months of experience in a Service Desk, Call Centre, IT Support role, or related undergraduate program.
• Basic knowledge of PC hardware troubleshooting and familiarity with ITIL principles and SLAs is advantageous.
• Understanding of ITIL principles and Service Level Agreements (SLAs) is an advantage.

Responsibilities

• Monitor telephone queues and answer calls within established service level guidelines.
• Identify the urgency and impact of incidents and service requests while adhering to established processes.
• Record and provide meaningful, accurate, and timely updates in the enterprise ticketing system.
• Investigate, diagnose, and resolve issues over the phone using remote support and system management tools.
• Accurately assign incidents and requests to the appropriate resolver groups when required.
• Deliver high-quality customer support to enhance customer satisfaction.
• Contribute knowledge articles and updates to the Knowledge Base.
• Assist team members in adapting to new or updated processes.
• Proactively identify individual training and development needs.
• Promote knowledge sharing within the Service Desk team.
• Understand and consistently meet established KPIs.
• Ensure customer service levels are achieved or exceeded.
• Participate in Continuous Improvement initiatives to enhance Service Desk performance.
• Perform other duties as assigned by the manager in support of business objectives.

Skills

English communication

Time management

Troubleshooting

Data entry

Documentation

Independent work

Adaptability

Tools

Active Directory

Microsoft Exchange

PC hardware troubleshooting

Job description

Cebu City, Philippines | Posted on 08/05/2026

• Monitor telephone queues and answer calls within the established service level guidelines.
  


• Identify the urgency and impact of incidents and service requests while adhering to established processes.
  


• Record and provide meaningful, accurate, and timely updates in the enterprise ticketing system.
  


• Investigate, diagnose, and resolve issues over the phone using remote support and system management tools.
  


• Accurately assign incidents and requests to the appropriate resolver groups when required.
  


• Deliver high-quality customer support to enhance customer satisfaction.
  


• Contribute knowledge articles and updates to the Knowledge Base.
  


• Assist team members in adapting to new or updated processes.
  


• Proactively identify individual training and development needs.
  


• Promote knowledge sharing within the Service Desk team.
  


• Understand and consistently meet established Key Performance Indicators (KPIs).
  


• Ensure customer service levels are achieved or exceeded.
  


• Participate in Continuous Improvement initiatives to enhance Service Desk performance.
  


• Perform other duties as assigned by the manager in support of business objectives.
  

Additional Responsibilities:

• Uphold and adhere to Data#3's core values, policies, guidelines, and procedures.
  


• Represent Data#3 professionally while providing exceptional customer service to both internal and external customers.
  


• Perform all duties in a safe manner without compromising your own health and safety or that of others.
  


• Be flexible in taking on additional responsibilities or performing other duties aligned with your skills and capabilities as business needs change.
  


• Be willing to work at customer, vendor, or partner sites when required.
  


• Maintain confidentiality when handling sensitive corporate and personal information.
  


• Successfully complete a National Police Certificate if required, as this is an inherent requirement of the role
  

Requirements

• At least 3 months of experience in a Service Desk, Call Centre, IT Support role, or a related undergraduate program.
  


• Basic knowledge and hands‑on experience with:
  
  
  
  • PC hardware troubleshooting
    
  
  
  • Active Directory (preferred)
    
  
  
  • Microsoft Exchange (preferred)
    
  
  
  
  


• Understanding of ITIL principles and Service Level Agreements (SLAs) is an advantage
  

Skills:

• Strong verbal and written English communication skills.
  


• Effective time management and troubleshooting abilities.
  


• Strong keyboarding and data entry skills.
  


• Ability to document procedures and create reports.
  


• Ability to work independently while meeting deadlines.
  


• Flexible and adaptable in a fast-paced environment.