Service Desk Analyst

Arcadis; Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

Arcadis is seeking an Analyst – Global Services Operations 1st Line to be the first contact for IT users, handling incidents and service requests, logging and escalating where needed, and contributing to continual improvement. The role requires 24x7 shift coverage and strong customer service and communication skills.

The position focuses on incident management, service request fulfillment, and collaboration with resolver groups to ensure timely, accurate ticket handling and service excellence.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• Strong customer service mindset and English communication skills.
• Able to work 24x7 shifts, including weekends and holidays.
• Able to troubleshoot basic technical issues and follow escalation paths.

Responsibilities

• Serve as the first point of contact for IT incidents across supported channels.
• Log, categorize, prioritize, and troubleshoot incidents.
• Restore normal service through first-contact resolution where possible.

Skills

Customer service

English communication

24x7 shifts

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Microsoft 365

Job description

Role accountabilities:

Incident Management

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.
We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description:
The Analyst – Global Services Operations 1st Line serves as the first point of contact for Arcadis users requiring IT support. The role handles incidents and service requests through logging, categorization, prioritization, troubleshooting, resolution, and escalation in line with ITSM processes and service levels. The Analyst contributes to service excellence by delivering timely support, maintaining accurate ticket documentation, using and improving knowledge articles, collaborating with resolver groups, identifying recurring issues, and supporting continuous improvement initiatives.
24x7 shifting schedule, including weekends and holidays

Role accountabilities:
Incident Management

• Serve as the first point of contact for IT incidents across supported channels.
• Log, categorize, prioritize, and troubleshoot incidents.
• Restore normal service through first-contact resolution where possible.
• Escalate incidents while maintaining ownership and communication.
• Support major incidents, swarming, service restoration, and knowledge capture.

Service Request Fulfillment

• Process standard service requests in line with procedures and approvals.
• Validate approvals, authorization, and user identity.
• Complete requests within agreed service levels.

Customer Experience and Communication

• Provide professional, customer-focused support.
• Communicate updates, timelines, and next steps.
• Support customer satisfaction through ownership and accuracy.

Knowledge Management

• Use and maintain knowledge base articles.
• Create and update KBAs based on lessons learned.
• Document repeatable fixes and troubleshooting steps.

Security, Access, and Compliance

• Follow information security, privacy, and access management procedures.
• Validate approvals before processing access requests.
• Report potential security concerns.
• Maintain complete and accurate records.

Collaboration and Resolver Group Engagement

• Work with resolver groups to resolve incidents and requests.
• Participate in knowledge sharing, service reviews, and swarming activities.
• Support projects, migrations, hypercare, and transition activities.

Continuous Service Improvement

• Identify opportunities to improve processes, automation, and user experience.
• Recommend ways to reduce recurring issues and escalations.
• Support operational stability and service excellence initiatives.

Qualifications & Experience:

Required Qualifications

• Bachelor’s degree in IT, Computer Science, or related field; fresh graduates or candidates with up to 2 years’ experience may be considered.
• Strong customer service mindset and English communication skills.
• Able to work 24x7 shifts, including weekends and holidays.
• Able to troubleshoot basic technical issues and follow escalation paths.
• Detail-oriented, accountable, and able to manage priorities in a global support environment.

Preferred Qualifications

• ITIL, Service Desk Analyst, CompTIA A+, Microsoft, or related certifications are an advantage.
• Experience with ServiceNow, BMC Helix, Jira Service Management, or similar ITSM tools.
• Experience supporting Microsoft 365, Windows endpoints, remote users, and identity/access issues.
• Exposure to shared services, global support, or enterprise IT environments.

Technical Knowledge and Competencies

• ITSM and Support Tools
• Microsoft 365 Support
• Endpoint Support
• Identity and Access
• Networking Fundamentals
• Security Awareness
• Knowledge and Reporting

Why Arcadis?
We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a ‘people first’ business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.