Service Desk Analyst - Global IT Support & Solutions

The Citco Group Limited; Pampanga; On-site; PHP 360,000 - 720,000; Full time

Job summary

Citco is seeking a Service Desk Analyst to join its global IT support team. The role involves handling internal and external inquiries, providing timely first-line support, and maintaining incident records in the service desk system.

You will work with diverse teams, ensure customer satisfaction, and contribute to knowledge base and process improvements across the shared services center model.

Qualifications

• 2–3 years of troubleshooting experience with hardware or software customer services.
• Understanding of basic security principles and protocols.
• Substantial experience in IT Support and customer service.

Responsibilities

• Receive and record all reported incidents and service requests from internal and external customers.
• First line support providing initial assessment of incidents and requests.
• Resolve at least 85% of incidents on first contact.
• Route incidents to resolution groups when not resolved initially.
• Escalate incidents as per procedure and monitor progress toward resolution.
• Keep affected customers informed about progress and close incidents.

Skills

Troubleshooting

Customer service

Communication

Analytical thinking

IT awareness

Education

BS IT

BS Computer Science

Tools

ServiceNow

Active Directory

VPN

SQL

Job description

Citco is seeking a Service Desk Analyst to join its global IT support team. The role involves handling internal and external inquiries, providing timely first-line support, and maintaining incident records in the service desk system.

You will work with diverse teams, ensure customer satisfaction, and contribute to knowledge base and process improvements across the shared services center model.