Service Desk Analyst: Fast, Customer‑Focused IT Support

Booth & Partners; Cebu City; On-site; PHP 200,000 - 280,000; Full time

Job summary

Data#3 in Cebu City, Philippines is seeking a Service Desk Analyst. You will monitor phone queues, handle incidents, and provide timely updates in the ticketing system from a remote or on-site setting.

Responsibilities include diagnosing issues over the phone, assigning to resolver groups, and delivering high-quality customer support. The role requires 3+ months in a service desk or IT support, basic AD/Exchange knowledge, and willingness to work at client sites.

Qualifications

• At least 3 months of experience in a Service Desk, Call Centre, IT Support role, or related undergraduate program.
• Basic knowledge of PC hardware troubleshooting and familiarity with ITIL principles and SLAs is advantageous.
• Understanding of ITIL principles and Service Level Agreements (SLAs) is an advantage.

Responsibilities

• Monitor telephone queues and answer calls within established service level guidelines.
• Identify the urgency and impact of incidents and service requests while adhering to established processes.
• Record and provide meaningful, accurate, and timely updates in the enterprise ticketing system.
• Investigate, diagnose, and resolve issues over the phone using remote support and system management tools.
• Accurately assign incidents and requests to the appropriate resolver groups when required.
• Deliver high-quality customer support to enhance customer satisfaction.
• Contribute knowledge articles and updates to the Knowledge Base.
• Assist team members in adapting to new or updated processes.
• Proactively identify individual training and development needs.
• Promote knowledge sharing within the Service Desk team.
• Understand and consistently meet established KPIs.
• Ensure customer service levels are achieved or exceeded.
• Participate in Continuous Improvement initiatives to enhance Service Desk performance.
• Perform other duties as assigned by the manager in support of business objectives.

Skills

English communication

Time management

Troubleshooting

Data entry

Documentation

Independent work

Adaptability

Tools

Active Directory

Microsoft Exchange

PC hardware troubleshooting

Job description

Data#3 in Cebu City, Philippines is seeking a Service Desk Analyst. You will monitor phone queues, handle incidents, and provide timely updates in the ticketing system from a remote or on-site setting.

Responsibilities include diagnosing issues over the phone, assigning to resolver groups, and delivering high-quality customer support. The role requires 3+ months in a service desk or IT support, basic AD/Exchange knowledge, and willingness to work at client sites.