Service Desk Analyst

YDC; San Pedro; On-site; PHP 334,800 - 502,200; Full time

Job summary

YDC is seeking a reliable and customer-focused Service Desk Analyst to provide first-level technical support to internal users and clients in San Pedro, Laguna. This role involves diagnosing and troubleshooting hardware, software, network, and system-related issues while ensuring excellent customer service and timely resolution of incidents.

The ideal candidate should possess strong communication skills and at least 1 year of experience in IT Helpdesk or Technical Support. The position requires onsite work and amenability to a shifting schedule.

Qualifications

• At least 1 year of experience in IT Helpdesk, Service Desk, or Technical Support.
• Willing to work onsite in San Pedro, Laguna.
• Amenable to shifting schedule.

Responsibilities

• Provide Level 1 technical support via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, internet, and system-related concerns.
• Log, track, and update incidents and service requests in the ticketing system.
• Escalate unresolved or complex issues to appropriate support teams.
• Install, configure, and maintain desktops, laptops, printers, and software applications.
• Assist users with password resets, account access, and system navigation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain accurate documentation of technical issues and solutions.
• Support onboarding and offboarding activities including account setup and equipment preparation.
• Ensure compliance with IT policies, security standards, and procedures.

Skills

Excellent communication skills

Technical troubleshooting experience

Ability to work in a fast-paced environment

Job description

We are looking for a reliable and customer-focused Service Desk Analyst to provide first-level technical support to internal users and clients. The role is responsible for troubleshooting hardware, software, network, and system-related issues while ensuring timely resolution and excellent customer service.

The ideal candidate has strong communication skills, technical troubleshooting experience, and the ability to work in a fast-paced environment.

Key Responsibilities

• Provide Level 1 technical support via phone, email, chat, or ticketing system
• Diagnose and troubleshoot hardware, software, internet, and system-related concerns
• Log, track, and update incidents and service requests in the ticketing system
• Escalate unresolved or complex issues to appropriate support teams
• Install, configure, and maintain desktops, laptops, printers, and software applications
• Assist users with password resets, account access, and system navigation
• Monitor and follow up on open tickets to ensure timely resolution
• Maintain accurate documentation of technical issues and solutions
• Support onboarding and offboarding activities including account setup and equipment preparation
• Ensure compliance with IT policies, security standards, and procedures

Qualifications

• Excellent communication skills - Verbal and Written
• At least 1 year of experience in IT Helpdesk, Service Desk, or Technical Support
• Willing to work onsite in San Pedro, Laguna
• Amenable to shifting schedule