Service Desk Analyst-Elevate IT Support

CYBALINK SOLUTIONS, INC.; Pasig; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Annual bonus

HMO +1 dependent

30 days leave (paid)

Career growth

Team events

Tenure rewards

Two days rest

Job summary

Cybalink Solutions seeks a Service Desk Analyst to deliver first-line technical support to employees of a major Australian client. You will resolve issues remotely, manage tickets, assist users, and escalate complex problems to the right teams.

You will document incidents in ITSM, install software, manage access, and contribute to knowledge bases. This full-time role requires a Pasig office presence and English proficiency.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field with at least 3 years of experience in a Service Desk or IT Help Desk role.
• Strong knowledge of computers, operating systems, networking, business applications and end-user troubleshooting.
• Experience managing incidents and service requests using an ITSM or ticketing platform.
• Exposure to Microsoft 365, Windows endpoints, identity/access management, and remote-support tools is advantageous.
• Strong English communication, ownership, and ability to work with Australian stakeholders.

Responsibilities

• Provide first-line support for systems, applications, devices, networks, and other end-user technology issues via telephone and email.
• Record, manage, and monitor incidents and service requests in an ITSM platform, ensuring documentation and timely resolution per SLAs.
• Install and configure approved software, support user access requirements, and maintain accurate IT asset records.
• Escalate complex issues to second-level teams with full troubleshooting details and supporting information.
• Create knowledge articles and user guides, assist users with standard technology processes, and contribute to service improvements.

Skills

IT knowledge

English communication

End-user support

Incident management

Education

Bachelor's degree in IT/CS

Tools

ITSM platform

Microsoft 365

Remote-support tools

Job description

Cybalink Solutions seeks a Service Desk Analyst to deliver first-line technical support to employees of a major Australian client. You will resolve issues remotely, manage tickets, assist users, and escalate complex problems to the right teams.

You will document incidents in ITSM, install software, manage access, and contribute to knowledge bases. This full-time role requires a Pasig office presence and English proficiency.