Service Desk Analyst

Nestlã©; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Nestlé Business Services AOA, Inc. seeks a Service Desk Analyst to serve as the primary IT support point for end-users, troubleshoot incidents, and ensure timely resolution.

You will log requests, communicate status, and collaborate with IT teams to maintain high user satisfaction and efficient service delivery. Responsibilities include incident management, knowledge base maintenance, KPI tracking, and continuous process improvements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 2-3 years of experience in IT support or service desk roles.
• Proficiency in Microsoft Office Suite, Windows operating systems, and familiarity with IT service management tools (e.g., ServiceNow).
• Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to non-technical users.

Responsibilities

• Provide first-level IT support via phone, chat, email, and other communication channels. Log and route incidents and service requests effectively.
• Troubleshoot and resolve issues related to software and hardware, including Office 365, Windows, and remote access solutions.
• Keep users informed about the status of their incidents and service requests, ensuring clear and timely communication.
• Contribute to the development and maintenance of knowledge base articles and self-service resources.
• Work closely with other IT teams to escalate and resolve high-priority incidents and ensure seamless service delivery.
• Track and report on key performance indicators (KPIs) related to service desk operations and user satisfaction.
• Identify opportunities for process improvements and contribute to initiatives aimed at enhancing service delivery.

Skills

IT support

Customer service

English communication

Troubleshooting

Education

Bachelor's degree in IT or CS

Tools

ServiceNow

Microsoft Office

Windows OS

Job description

Service Desk Analyst

Company : Nestlã© Job Type : Full Time Philippines

Job Description - Service Desk Analyst

Position Snapshot

Location: Rockwell, Makati, PH / Meycauayan, Bulacan, PH Company: Nestlé Business Services AOA, Inc. Full-time

As a Service Desk Analyst, you will serve as the primary point of contact for IT support, providing assistance and guidance to end-users. You will be responsible for troubleshooting issues, managing incidents, and ensuring timely resolution of service requests. Your expertise will contribute to maintaining high levels of user satisfaction and operational efficiency.

• User Support:Provide first-level support via phone, chat, email, and other communication channels. Log and route incidents and service requests effectively.
• Incident Management:Troubleshoot and resolve issues related to software and hardware, including Office 365, Windows, and remote access solutions.
• Customer Communication:Keep users informed about the status of their incidents and service requests, ensuring clear and timely communication.
• Knowledge Management:Contribute to the development and maintenance of knowledge base articles and self-service resources.
• Collaboration:Work closely with other IT teams to escal ... and resolve high-priority incidents and ensure seamless service delivery.
• Performance Monitoring:Track and report on key performance indicators (KPIs) related to service desk operations and user satisfaction.
• Continuous Improvement:Identify opportunities for process improvements and contribute to initiatives aimed at enhancing service delivery.

Requirements

• Education:Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience:Minimum of 2-3 years of experience in IT support or service desk roles.
• Technical Skills:Proficiency in Microsoft Office Suite, Windows operating systems, and familiarity with IT service management tools (e.g., ServiceNow).
• Communication Skills:Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to non-technical users.
• Problem-Solving:Strong analytical and problem-solving skills, with a customer-oriented mindset.
• Flexibility:Willingness to work on shifting schedules, including evenings and weekends as needed.

About the Company

Nestlã©

Nestlé is the world's largest food & beverage company. We unlock the power of food to enhance quality of life for everyone, today and for generations to come.