Service Desk Analyst — 2nd Line Support & ITIL

Aurecon Group; Manila; Hybrid; PHP 300,000 - 500,000; Full time

Job summary

Aurecon Group is seeking a Level 2 IT support specialist in Manila to resolve second-level operational issues, monitor activities, and assist with planning technical tasks. You will maintain incident records, participate in process improvements, and ensure top-notch customer service while collaborating across teams.

The role requires a Bachelor's degree in IT/CS/Engineering and 3+ years in commercial IT support, including experience with major incidents and outages.

Qualifications

• 3+ years of commercial IT experience with Level 2 desktop support in a customer-facing environment.
• Experience handling major incidents and outages.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

Responsibilities

• Resolve second level operational issues to a high standard and within service level targets.
• Undertake monitoring activities and complete routine administrative tasks.
• Assist with planning, preparation, and implementation of technical activities.
• Maintain accurate resolution history and incident information in Aurecon systems.
• Participate in continuous improvement and contribute to technical/process documents.
• Deliver outstanding customer service and proactive case ownership.

Skills

Desktop support

Incident management

Customer service

Communication

Problem solving

Education

Bachelor's degree in Information Technology

Tools

CMS

Remote Desktop Engr

Job description

Aurecon Group is seeking a Level 2 IT support specialist in Manila to resolve second-level operational issues, monitor activities, and assist with planning technical tasks. You will maintain incident records, participate in process improvements, and ensure top-notch customer service while collaborating across teams.

The role requires a Bachelor's degree in IT/CS/Engineering and 3+ years in commercial IT support, including experience with major incidents and outages.