Service Desk Analyst

TechBee; Philippines; On-site; PHP 201,000 - 335,000; Full time

Job summary

TechBee is seeking an entry-to-mid level Service Desk specialist to provide L1 support for Windows, macOS, Microsoft 365, Active Directory, VPN, and enterprise apps in a high-volume environment. You will log and resolve incidents, document steps taken, and aim for first-contact resolution while maintaining SLA adherence.

The role requires 1–3 years in a service desk or help desk setting, experience with ITSM/ticketing tools, and strong communication skills to explain tech concepts to

Qualifications

• 1–3 years in a Service Desk, Help Desk, or Technical Support role.
• Experience supporting Windows, macOS, Microsoft 365, Active Directory, and VPN connectivity.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Zendesk).
• Basic networking knowledge (TCP/IP, DNS, Wi‑Fi, VPN).
• Strong communication, troubleshooting, and customer service skills.

Responsibilities

• Handle inbound support calls and troubleshoot technical issues.
• Provide L1 support for Windows/macOS, Microsoft 365, Active Directory, VPN, and enterprise apps.
• Manage and document incidents using ticketing tools such as ServiceNow, Jira, or Zendesk.
• Resolve user issues on first contact whenever possible and escalate when needed.
• Follow up on open tickets and ensure SLA compliance.
• Communicate technical solutions clearly to non-technical users.

Skills

Communication

Troubleshooting

Customer service

Education

ITIL 4 Foundation

CompTIA A+

Microsoft Modern Desktop Administrator Associate

Tools

ServiceNow

Jira

Zendesk

Job description

Key Responsibilities:

• Handle inbound support calls and troubleshoot technical issues.
• Provide L1 support for Windows/macOS, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Manage and document incidents using ticketing tools such as ServiceNow, Jira, or Zendesk.
• Resolve user issues on first contact whenever possible and escal…? Wait original: “Resolve user issues on first contact whenever possible and escal…?”
• Follow up on open tickets and ensure SLA compliance.
• Communicate technical solutions clearly to non-technical users.

Qualifications:

• 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Call Center environment.
• Experience supporting Windows, macOS, Microsoft 365, Active Directory, and VPN connectivity.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, etc.).
• Basic knowledge of networking concepts (TCP/IP, DNS, Wi-Fi, VPN).
• Strong communication, troubleshooting, and customer service skills.

Nice-to-Have Certifications:

• ITIL 4 Foundation
• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate

Work Setup:

• 24/7 rotating shifts, including nights, weekends, and holidays.
• High-volume voice support environment.