Service Desk Analyst - 7699

Cambridge University Press (Holdings) Limited; Manila; Hybrid; PHP 346,000 - 446,000; Full time

Benefits offered by this job

HMO Coverage

Life Insurance on Day 1

Paid Annual Leaves

Vesting/Retirement package

Career growth opportunities

Well-being programs

Flexible schedule, hybrid work

Collaboration across branches

Job summary

Cambridge University Press & Assessment in Makati invites a Service Desk Analyst to join our IT Service Management team. Provide prompt first- and second-line IT support to global colleagues by logging, analyzing, and resolving incidents and service requests.

The role combines hybrid work with two days in the office under a permanent contract, offering growth within a globally recognised not-for-profit publisher and assessment organisation.

Qualifications

• Experience in service desk with ITIL-based processes.
• Experience with ITSM tools and Microsoft desktop environments.
• Proficient in user account management and access control.
• Familiar with Active Directory and Office 365.

Responsibilities

• 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.

Skills

Service desk

ITSM tools

ITIL

Active Directory

Office 365

JIRA

SAP

Microsoft desktop

Tools

JIRA

SAP

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.

The organization offers a wide range of benefits and opportunities including:

• 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.
• Please review the attached job description for further details on the role.
• 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.