Service Desk Analyst (AU Retail, Office-based)

ConnectOS; Metro Manila; On-site; PHP 250,000 - 420,000; Full time

Benefits offered by this job

Medical, Dental Coverage and Life

Paid Vacation and Sick Leave

Competitive salary and annual apprais

Financial Assistance Program

13th Month Pay

Office fitness facilities

Career growth opportunities

Metro Manila location

Job summary

ConnectOS is seeking a capable Service Desk professional for our office-based role in Mega Tower, Mandaluyong. The candidate will handle first‑level support, diagnose issues, and manage incidents with a customer‑centric approach.

You will work with MS Office, Exchange Online, Windows 10, VPN and Active Directory, plus ServiceNow, Salesforce, SharePoint and POS in a retail environment. ITIL knowledge and strong troubleshooting are essential to succeed.

Qualifications

• 1.5+ years of service desk experience.
• Proficient with MS Office, Exchange Online 365 and Windows 10.
• Ability to troubleshoot networking (cabling, wireless, VPN) and mobile devices.
• Familiar with ticketing tools and Active Directory.
• Strong technical and troubleshooting skills.
• Exposure to ServiceNow, Salesforce, SharePoint and POS.
• Familiarity with ITIL Foundation.
• Knowledge of the retail industry.

Responsibilities

• Provide first-level technical support in a service desk environment.
• Troubleshoot and resolve mid-level issues using hands-on knowledge.
• Manage application deployments and licensing compliance.
• Take ownership of incidents and requests through to resolution.
• Assist with VPN, telephony, and security-related tasks.
• Identify hardware upgrades and coordinate maintenance.
• Maintain incident data accuracy and adhere to standards.
• Keep documentation up to date within the scope.

Skills

Service desk experience

Troubleshooting

Networking support

ITIL Foundation

Retail industry knowledge

Tools

MS Office Suite

Exchange Office 365

Windows 10

VPN

Active Directory

ServiceNow

Salesforce

SharePoint

POS

Job description

Work Arrangement: Office-based at Mega Tower, Mandaluyong

Schedule: Monday to Friday (Flexible)

What are we looking for?

• 1.5+ years of experience in a service desk environment
• Knowledge of supporting Microsoft technologies, including MS Office suite, Exchange Office 365, and Windows 10
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices
• Exposure to Ticketing Tools and Active Directory
• Excellent technical and troubleshooting skills
• Exposure to ServiceNow, Salesforce, Share Point and Point of Sales (POS)
• Familiarity with ITIL Foundation
• Knowledge of the Retail Industry

What are we looking for?

• 1.5+ years of experience in a service desk environment
• Knowledge of supporting Microsoft technologies, including MS Office suite, Exchange Office 365, and Windows 10
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices
• Exposure to Ticketing Tools and Active Directory
• Excellent technical and troubleshooting skills
• Exposure to ServiceNow, Salesforce, Share Point and Point of Sales (POS)
• Familiarity with ITIL Foundation
• Knowledge of the Retail Industry

Skills Required

• 1.5+ years of experience in a service desk environment
• Knowledge of supporting Microsoft technologies, including MS Office suite, Exchange Office 365, and Windows 10
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices
• Exposure to Ticketing Tools and Active Directory
• Excellent technical and troubleshooting skills
• Exposure to ServiceNow, Salesforce, Share Point and Point of Sales (POS)
• Familiarity with ITIL Foundation
• Knowledge of the Retail Industry

What will you do?

• Provide first-level technical support within a Service Desk environment, ensuring all interactions are handled in a professional, courteous, and efficient manner in line with established procedures
• Troubleshoot and resolve mid-level technical issues using hands-on knowledge and experience
• Administer application deployments through authorized tools while ensuring licensing compliance and maintaining accurate asset inventories
• Take full ownership of incidents and service requests through to resolution, maintaining clear communication with users and collaborating with appropriate teams
• Perform intermediate system administration tasks, including VPN support and telephony/voicemail management, while addressing security concerns and assisting junior staff with security-related activities
• Identify, recommend, and coordinate hardware and peripheral upgrades, maintenance, and repairs
• Maintain data accuracy and quality within the incident management system, ensuring adherence to service standards and regulatory requirements
• Develop and keep documentation up to date for all processes within the assigned scope of responsibility

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

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