Service Desk Analyst I – IT Support & Incident Resolution

Netrix Global; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Netrix Global is seeking a Service Desk Analyst to deliver timely tier-one technical support to clients via calls and emails, manage incidents, and escalate as needed. You will document issues, set priorities, and ensure follow-up for customer satisfaction in a fast-paced environment.

The role requires 1–3 years in a help desk, basic knowledge of PCs, networks, and IT concepts, plus ITIL awareness. Onsite in Manila, with a 24/7 shift pattern and potential travel, supporting various clients.

Qualifications

• College degree, technical school, or equivalent experience preferred.
• Excellent oral, organizational, and written communication skills.
• Minimum 1-3 years’ experience in a Help Desk/Service Desk or other IT role
• Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts
• Good analytical and problem-solving skills
• Ability to work effectively with others to achieve team goals
• CompTIA A+, Network, Microsoft Certifications preferred
• Experience setting up email accounts, VPN and Citrix experience preferred
• Knowledge of AD, Microsoft Office 365 and Microsoft Servers, Apple MACOS and IOS as it pertains to (iPhone, MacBook, iPad)

Responsibilities

• Provide timely and accurate tier one technical support through timely response to incoming call and email queues.
• Monitor tickets generated by Network Management Systems for critical network problems; perform troubleshooting to diagnose issues and elevate to the appropriate provider.
• Monitor and enforce system security, identity verification guidelines for all clients. Create user accounts and access rights for clients when applicable (MACDs).
• Provide onsite support at customer locations as required.
• Acquire and maintain knowledge of ITIL best practices for incident management.
• Write technical documentation to be published in the knowledge base as support procedures for Service Desk customers.

Skills

Help Desk experience

Communication skills

Analytical skills

Team collaboration

On-call willingness

Education

College degree/technical school or equivalent

CompTIA A+

CompTIA Network+

Microsoft Certifications

Tools

VPN

Citrix

Active Directory (AD)

Microsoft 365

Microsoft Windows Servers

MacOS/iOS

Job description

Netrix Global is seeking a Service Desk Analyst to deliver timely tier-one technical support to clients via calls and emails, manage incidents, and escalate as needed. You will document issues, set priorities, and ensure follow-up for customer satisfaction in a fast-paced environment.

The role requires 1–3 years in a help desk, basic knowledge of PCs, networks, and IT concepts, plus ITIL awareness. Onsite in Manila, with a 24/7 shift pattern and potential travel, supporting various clients.