Service Desk Analyst II

H2 Software; Makati; On-site; PHP 334,800 - 558,000; Full time

Job summary

A technology solutions provider in the Philippines is seeking an experienced IT Support Specialist to provide advanced troubleshooting and IT support for end-users. The role includes handling escalated service requests, mentoring junior Service Desk Analysts, and ensuring excellent customer service through clear communication. Candidates should have 2–3 years of experience in IT support and strong problem-solving skills. Onsite work in Makati, Taguig, or Pasig is required. Competitive compensation offered.

Qualifications

• 2–3 years of IT/helpdesk/service desk experience required.
• Strong troubleshooting and problem-solving skills are essential.
• Good to excellent verbal and written communication skills necessary.

Responsibilities

• Provide advanced IT support and troubleshooting for end-users.
• Handle escalated incidents and service requests via phone, email, or ticketing system.
• Mentor and support junior Service Desk Analysts.

Skills

Troubleshooting skills

Communication skills

Service Desk experience

ITIL knowledge

Tools

Ticketing tools

Job description

Responsibilities

• Provide advanced IT support and troubleshooting for end-users
• Handle escalated incidents and service requests via phone, email, or ticketing system
• Mentor and support junior Service Desk Analysts
• Document issues, resolutions, and knowledge base articles accurately
• Ensure timely escalation to higher-level teams when required
• Deliver excellent customer service with clear and professional communication
• Support operations on shifting schedules, including weekends and holidays as needed

Qualifications

• At least 2–3 years of IT/helpdesk/service desk experience
• Strong troubleshooting and problem‑solving skills
• Good to excellent communication skills (verbal and written)
• Experience with ticketing tools and IT support processes (ITIL knowledge is a plus)
• Willing to work onsite in Makati, Taguig, or Pasig