Service Desk Analyst - 7699

Cambridge University Press & Assessment; Manila; Hybrid; PHP 346,000 - 446,000; Full time

Benefits offered by this job

Regular Employment on Day 1

HMO Coverage

Life Insurance on Day 1

Paid Annual Leaves

Vesting/Retirement package

Career growth opportunities

Well-being programs

Hybrid work model

Diversity of collaboration

Job summary

Cambridge University Press & Assessment in Makati City, Metro Manila, is seeking a Service Desk Analyst to provide prompt first- and second-line IT support to global colleagues. You will log, analyse, and resolve incidents and service requests, with a focus on timely responses and adherence to ITIL processes.

The role is permanent and hybrid (two days in the office per week). Responsibilities include incident management, user access administration, and knowledge contribution to improve service

Qualifications

• Demonstrates strong service desk and customer service capability with clear communication.
• Experience logging, categorising, and prioritising incidents and requests.
• Analytical and problem-solving skills; stays calm under pressure.
• Experience with ITSM tools and Microsoft desktop environments.

Responsibilities

• Provide first- and second-line IT support via phone, email, and chat.
• Log, analyse, categorize, and prioritise tickets; escalate when needed.
• Troubleshoot PC issues, app access, password resets, and basic network/storage requests.
• Manage user access for joiners/movers/leavers and support services per catalogue.
• Contribute to knowledge management and service improvement initiatives.

Skills

Service desk

Customer service

Incident management

ITIL principles

Microsoft desktop support

Tools

Active Directory

Office 365

JIRA

SAP

Job description

Job Description:

Work setup

Hybrid, with two days per week working from the office.

Work schedule

Shifting schedule aligned with UK operating hours, which may include weekends.

Employment type

Permanent

Location

Makati City, Metro Manila

Pay range

₱31,000 to ₱40,000

We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable with this salary range to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are looking for a Service Desk Analyst to join our IT Service Management team

This role will be an opportunity for you to provide prompt first- and second-line IT support to global colleagues by logging, analysing, and resolving technical incidents and service requests.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines - operating for over 22 years with 1,300+ colleagues - means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

• Regular Employment on Day 1


• HMO Coverage and Life Insurance on Day 1


• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)


• Vesting/Retirement package


• Opportunities for career growth and development


• Access to well-being programs


• Flexible schedule, hybrid work arrangement and work-life balance


• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Service Desk Analyst?

Reporting to the Service Desk Team Leader, your accountabilities will include:

• Providing first-level (and second-level on some technologies) IT support via phone, email, and chat, ensuring incidents and requests are logged and resolved efficiently.


• Analysing, categorising, and prioritising tickets based on business impact and urgency using ITSM tools, and escalating issues through the correct support channels when required.


• Troubleshooting and resolving common incidents such as PC issues, application access, password resets, account unlocks, and basic network or storage requests.


• Administering user access for joiners, movers, and leavers, and providing application and service support in line with the Service Catalogue.


• Contributing to knowledge management by identifying and documenting first-line troubleshooting solutions and supporting service improvement initiatives.

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential

• Demonstrates strong service desk and customer service capability, with the ability to communicate clearly with both technical and non-technical users.


• Exhibits effective incident and service request management skills, including accurate logging, prioritisation, and escalation based on ITIL principles.


• Shows solid analytical and problem-solving skills, remaining calm and resilient in a high-pressure, fast-paced environment.


• Demonstrates experience working with ITSM tools and supporting Microsoft desktop environments, user accounts, and core IT services.


• Contributes to knowledge management by creating and updating clear, accurate support documentation and troubleshooting guidance.

Desirable

• Holds an ITIL certification.


• Displays familiarity with tools and platforms such as Active Directory, Office 365, JIRA, SAP, or similar enterprise applications.