Service Desk Analyst: First-Line IT Support & Incidents

Infosys BPM Philippines; Taguig; On-site; PHP 279,000 - 469,000; Full time

Job summary

Infosys BPM Philippines is seeking an L1 Analyst to provide frontline IT support to users, handling incidents and service requests across hardware, software, and networks. You will diagnose, resolve routine issues, and escalate complex problems while maintaining SLA and clear customer communication.

The role requires strong English skills, customer service mindset, and familiarity with ServiceNow and Active Directory. Office-based in Taguig with potential night shifts.

Qualifications

• Bachelor’s degree holder with at least 13 months of BPO experience, including 12 months in Service Desk.
• Basic knowledge of SD processes and complaint handling to elevate issues appropriately.
• Familiarity with ITSM tools such as ServiceNow and Active Directory.

Responsibilities

• Provide first level telephone, chat, and email support for users.
• Manage end-to-end incidents and service requests and resolve routine issues.
• Answer questions about installation, operation, configuration, and usage of products.
• Apply basic diagnostic techniques and escalate complex cases to L2/L3.
• Maintain SLA targets and communicate resolution steps clearly to customers.

Skills

Service Desk

English proficiency

Customer service

Problem solving

Education

Bachelor’s degree

Tools

ServiceNow

Active Directory

ITSM tools

Job description

Infosys BPM Philippines is seeking an L1 Analyst to provide frontline IT support to users, handling incidents and service requests across hardware, software, and networks. You will diagnose, resolve routine issues, and escalate complex problems while maintaining SLA and clear customer communication.

The role requires strong English skills, customer service mindset, and familiarity with ServiceNow and Active Directory. Office-based in Taguig with potential night shifts.