Service Desk Analyst - IT Support & Problem Solver

Citco; Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Career development

Global team exposure

Educational support

Award-winning employer

Job summary

Citco seeks a Service Desk Analyst to act as the first point of contact for internal customers and external clients, logging incidents, performing triage, and driving rapid resolution. You will work with regional service delivery, desktop and application support, and infrastructure teams to ensure reliable IT services across the Citco global platform.

The role emphasizes customer-focused communication, adherence to performance metrics, and proactive knowledge sharing, with opportunities to

Qualifications

• 2–3 years of troubleshooting experience with hardware or software customer services.
• Understanding of basic security principles and protocols.
• Experience in IT Support and customer service.
• Excellent communication and interpersonal skills.
• Analytical and problem management skills.
• Broad technical understanding of hardware, software, networks and communications.
• Demonstrate understanding of the Service Desk role.
• Resourcefulness and time management in multi-case environments.

Responsibilities

• Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.
• First line support with initial assessment of incidents and requests.
• Resolve at least 85% of incidents on first contact.
• Route unresolved incidents to appropriate resolution groups.
• Escalate incidents as necessary according to procedure.
• Monitor status/progress toward resolution of all incidents/requests.
• Keep affected customers informed about progress.
• Close incidents and requests with confirmed resolution.
• Identify potential issue trends and liaise with problem management.
• Proactive communications to business and clients.
• Maintain Knowledge Base documents and systems.
• Participate in ad-hoc projects and automation per manager guidance.

Skills

Troubleshooting

Security principles

IT Support

Communication

Problem management

Technical knowledge

Service Desk understanding

Resourcefulness

Time management

Education

BS IT or BSc/MSc CS

Commitment to service delivery

Tools

RSA

VPN (GlobalProtect / Cisco AnyConnect)

VDI

Active Directory

IDM / Ping Identity

Microsoft Office

ServiceNow

SQL / HTML scripting

Power Apps / Power Automate

Job description

Citco seeks a Service Desk Analyst to act as the first point of contact for internal customers and external clients, logging incidents, performing triage, and driving rapid resolution. You will work with regional service delivery, desktop and application support, and infrastructure teams to ensure reliable IT services across the Citco global platform.

The role emphasizes customer-focused communication, adherence to performance metrics, and proactive knowledge sharing, with opportunities to