Service Desk Analyst

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

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalates issues as necessary to higher-level support teams. Coverage includes all 24/7 office users as well as remote users (WFH).

As Service Desk Analyst, You Will…

• Provide Tier II contact and incident resolution to customers with hardware, software, and application problems
• Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure
• Utilize remote tools and techniques to troubleshoot and resolve problems efficiently
• Provide excellent customer service while assisting end-users with technical inquiries and issues
• Communicate effectively with both technical and non-technical users to gather information and explain solutions
• Collaborate with Tier 1 support to gather initial information and elevate issues to higher-level support teams when necessary
• Document and communicate escalated issues clearly to facilitate efficient problem resolution
• Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken based on ITIL best practices
• Contribute to knowledge base articles to facilitate Tier 1 support and self-service resolution
• Proficiently use remote support tools and technologies to access and troubleshoot end-users' systems
• Stay updated on the latest remote support tools and technologies
• Collaborate with other support teams, as well as system administrators and other IT departments , to address complex technical challenges
• Participate in team meetings and share insights to improve overall support effectiveness
• Provide guidance and mentorship to Tier 1 support personnel
• Stay informed about industry trends and technologies, and share knowledge with the team
• Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues
• Act as a liaison between Global Service Desk & all departments and business unit

As Service Desk Analyst, You Have…

• 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
• Must have good logical probing, understanding and troubleshooting skills
• Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
• Must have exceptional English written and verbal communication skills
• Technical awareness with ability to match resources to technical issues appropriately
• Fair knowledge and experience on Windows OS, AD, G Suite, MS office User Administration etc.
• Understanding of incidents, service requests and major incidents is required
• Self-motivated and able to work in a fast paced environment with ability to think and act independently
• Strong analytical skills
• Excellent customer service skills, should know how to de-escalate issues
• Strong relationship-building skills, can network and work well with remote stakeholders
• Excellent collaboration skills
• Understanding of process management
• Typing speed of a minimum 25-30 words per minute
• Multilingual will be a bonus but not compulsory

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.