Service Desk Analyst

BCS Technology International Pty Ltd; Taguig; On-site; PHP 223,000 - 446,000; Full time

Job summary

BCS Technology International Pty Ltd in Taguig, Philippines, is seeking a Service Desk Analyst to be the first line of support for users experiencing technical issues. You will handle incident triage, provide prompt assistance, and document resolutions.

Responsibilities include ticket management, clear communication with users, and knowledge-base contributions. The role requires strong customer service and adaptability in a dynamic IT environment.

Qualifications

• Education: bachelor\'s degree in IT, CS, or related field.
• Service desk experience: at least 2 years in service desk.
• Proficient in Windows/macOS/Linux, networking concepts, and common software.
• Familiarity with Microsoft Office 365 and MS tools; Azure fundamentals helpful.
• Strong problem-solving, customer service, and communication skills.
• Ability to multitask and adapt to evolving IT landscape.

Responsibilities

• First Point of Contact for users with technical issues and inquiries.
• Identify and resolve issues; troubleshoot and provide effective solutions.
• Log, track, and manage tickets in the service desk system; meet SLAs.
• Explain technical steps clearly to non-technical users.
• Escalate complex issues to higher-level support with proper details.
• Contribute to knowledge base with issue resolutions and guidelines.
• Suggest process improvements to enhance service quality.

Skills

Service Desk experience

Operating systems (Windows/macOS/Linux

Microsoft Office 365 / MS Tools

Azure fundamentals

Networking concepts

Problem-solving

Customer service

Communication

Multitasking

Adaptability

Education

Bachelor's degree in IT/Computer Science

Tools

ITSM tools

Remote support tools

Job description

BCS Technology International | Full time

Service Desk Analyst

Taguig, Philippines | Posted on 09/14/2026

Key Responsibilities

• First Point of Contact - Service desk analysts are often the first point of contact for users who are experiencing technical issues. They need to provide prompt and friendly assistance.
• Problem Identification and Resolution - Analysts must identify and analyze technical issues reported by users and work towards resolving them efficiently. This involves troubleshooting and finding solutions to common problems.
• Ticket Management - Service desk analysts typically use ticketing systems to log and track user issues. They need to manage these tickets, ensuring that they are assigned and resolved within defined service level agreements (SLAs).
• Communication - Clear communication is essential. Analysts must be able to explain technical solutions in a non-technical manner, ensuring that users understand the steps to resolve their issues.
• Escalation - Some issues from the ticketing tools, calls, or monitoring apps may require specialized expertise or need to be escalated to higher-level support teams. Service desk analysts must be able to recognize when to escalated a concern and provide necessary information to the next level of support.
• Documentation & Knowledge Base Contribution -Maintain accurate records of common issues and their resolutions, actively contributing to the creation and maintenance of a valuable knowledge base for both IT staff and end-users.
• Continuous Improvement - Service desk analysts should actively contribute to the improvement of support processes. This involves identifying recurring issues, proposing solutions, and collaborating with teams to enhance overall service quality.

Requirements

Required Qualifications (mandatory requirements)

• Education - A bachelor's degree in information technology, computer science, or a related field.
• Technical Skills: Has a Service Desk background for at least 2 years. Service desk analysts need a strong foundation in IT. This includes knowledge of operating systems (such as Windows, macOS, or Linux), hardware components, and common software applications. Familiarity with networking concepts is also important. Knowledgeable with Microsoft Office 365 and other supporting MS Tools (Advance knowledge is a plus). Has a keen understanding with Azure and its fundamentals but not limited into. (Advance knowledge is a plus)
• Problem-Solving Skills - Analytical and problem-solving skills are crucial for service desk analysts. They need to be able to diagnose and resolve technical issues efficiently.
• Customer Service Skills -Excellent customer service skills are a must. Service desk analysts interact with users daily, and being able to communicate technical information in a user-friendly manner is essential.
• Communication Skills - Strong verbal and written communication skills are necessary for effective interaction with users and colleagues. The ability to document issues and resolutions clearly is important for maintaining a knowledge base.
• Multitasking Abilities - Service desk analysts often handle multiple tasks simultaneously. The ability to prioritize and manage time effectively is crucial in a fast-paced environment.
• Adaptability - The IT landscape is constantly evolving, and service desk analysts need to adapt to new technologies and updates. A willingness to learn and stay current with industry trends is a valuable trait.

Preferred Qualifications (nice-to-haves):

List any additional skills or qualifications that would be beneficial but are not essential.

• IT Certifications- Certifications like ITIL (Information Technology Infrastructure Library) or HDI (Help Desk Institute) certifications demonstrate a commitment to industry best practices.
• Specialized Technical Skills - Having specialized skills in areas such as specific software applications, scripting languages, or familiarity with certain industry tools can be a plus.
• Experience with IT Service Management (ITSM) Tool
• Industry-Specific Knowledge - Having industry-specific knowledge or experience may be advantageous for understanding and addressing sector-specific IT challenges.
• Remote Support Experience - Given the increasing prevalence of remote work, experience with remote support tools and techniques can be an asset. This includes the ability to troubleshoot and assist users who are not physically present.
• Advanced Troubleshooting Skills - While basic troubleshooting skills are mandatory, having advanced troubleshooting abilities or experience with complex technical issues can set a candidate apart.
• Customer Feedback or Recognition - Positive feedback or recognition from previous customers or colleagues can be a valuable indicator of a candidate's ability to provide excellent customer service.
• Continuous Learning and Professional Development - Demonstrating a commitment to ongoing learning, whether through additional certifications, courses, or participation in relevant workshops, reflects a proactive approach to professional development.