Service Desk Analyst - IT Support & Incident Champion

Cybalink Solutions; Pasig; On-site; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Annual bonus

HMO + dependent

Paid leave with cash conversion

Career growth

Team events

Tenure rewards

Weekly rest days

Job summary

Cybalink Solutions in Pasig City seeks a customer-focused IT Support Specialist to provide first-line technical support to employees of a leading Australian client. You will manage tickets, resolve issues remotely, and escalate complex concerns as needed.

The role requires a 3+ year track record in service desks, strong English communication, and collaboration with Australian stakeholders. On-site office in Arcovia, Brgy. Ugong, Pasig City, Monday–Friday morning shift.

Qualifications

• Bachelor’s degree in IT/CS or related field with at least 3 years in a service desk role.
• Experience handling incidents and service requests via an ITSM or ticketing tool.
• Strong English communication and ability to liaise with Australian stakeholders.

Responsibilities

• Provide first-line support for systems, apps, devices, networks, and end-user tech issues via phone and email.
• Record, manage, and monitor incidents and service requests in an ITSM platform, with timely resolution within SLAs.
• Install and configure approved software, manage user access, and maintain IT asset records.
• Escalate complex issues to second-level teams with complete troubleshooting details and supporting information.
• Create knowledge articles and user guides, assist users with standard technology processes, and contribute to service and process improvements.

Skills

English communication

Ownership

Australian stakeholders

Education

Bachelor's degree in Information Technology, CS, or related field

Tools

ITSM platform

Microsoft 365

Remote-support tools

Job description

Cybalink Solutions in Pasig City seeks a customer-focused IT Support Specialist to provide first-line technical support to employees of a leading Australian client. You will manage tickets, resolve issues remotely, and escalate complex concerns as needed.

The role requires a 3+ year track record in service desks, strong English communication, and collaboration with Australian stakeholders. On-site office in Arcovia, Brgy. Ugong, Pasig City, Monday–Friday morning shift.