Service Desk Analyst

Cybalink Solutions; Pasig; On-site; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Annual bonus

HMO + dependent

Paid leave with cash conversion

Career growth

Team events

Tenure rewards

Weekly rest days

Job summary

Cybalink Solutions in Pasig City seeks a customer-focused IT Support Specialist to provide first-line technical support to employees of a leading Australian client. You will manage tickets, resolve issues remotely, and escalate complex concerns as needed.

The role requires a 3+ year track record in service desks, strong English communication, and collaboration with Australian stakeholders. On-site office in Arcovia, Brgy. Ugong, Pasig City, Monday–Friday morning shift.

Qualifications

• Bachelor’s degree in IT/CS or related field with at least 3 years in a service desk role.
• Experience handling incidents and service requests via an ITSM or ticketing tool.
• Strong English communication and ability to liaise with Australian stakeholders.

Responsibilities

• Provide first-line support for systems, apps, devices, networks, and end-user tech issues via phone and email.
• Record, manage, and monitor incidents and service requests in an ITSM platform, with timely resolution within SLAs.
• Install and configure approved software, manage user access, and maintain IT asset records.
• Escalate complex issues to second-level teams with complete troubleshooting details and supporting information.
• Create knowledge articles and user guides, assist users with standard technology processes, and contribute to service and process improvements.

Skills

English communication

Ownership

Australian stakeholders

Education

Bachelor's degree in Information Technology, CS, or related field

Tools

ITSM platform

Microsoft 365

Remote-support tools

Job description

Role Overview:

We are seeking a customer-focused IT Support Specialist to provide first-line technical support to employees of a leading Australian client. The role involves resolving technology issues remotely, managing support tickets, assisting users, and escalating complex concerns to the appropriate technical teams.

Why You’ll Love Working With Us

• Annual Bonus and Salary Reviews
• Comprehensive HMO + 1 free dependent
• 30 days paid leave (vacation, sick and wellness) - with cash conversion
• Real growth — workshops, training and clear career pathways
• Great culture — team events, employee fairs, and monthly games with exciting prizes
• Tenure rewards — milestone gifts at 1, 5 and 10 years
• 2 days weekly rest for a better work-life balance

Responsibilities:

• Provide first-line support for systems, applications, devices, networks, and other end-user technology issues through telephone and email.
• Record, manage, and monitor incidents and service requests in an ITSM platform, ensuring accurate documentation and timely resolution within agreed SLAs.
• Install and configure approved software, support user access requirements, and maintain accurate IT asset records.
• Escalate complex or unresolved issues to second-level teams with complete troubleshooting details and supporting information.
• Create knowledge articles and user guides, assist users with standard technology processes, and contribute to service and process improvements.

What We’re Looking For:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, with at least 3 years of experience in a Service Desk, IT Help Desk, technical support, or similar user-facing IT role.
• Strong knowledge of computers, operating systems, networking, business applications, and common end-user troubleshooting.
• Experience managing incidents and service requests using an ITSM or ticketing platform.
• Exposure to Microsoft 365, Windows endpoints, ITIL, ticketing service tool, identity and access management, remote-support tools, and software deployment is advantageous.
• Strong English communication, ownership, and ability to work with Australian stakeholders.
• Willing towork full-time in the office located at Arcovia, Brgy. Ugong, Pasig City(Monday-Friday, morning shift).

About Cybalink Solutions:

Cybalink Solutions is an Australian-owned outsourcing partner providing world-class operational support to the construction, engineering, and resources industries. We value our people as much as our clients, offering a dynamic, fun, and team-focused workplace with genuine long-term careers.