Service Desk Analyst L1

Eastvantage Group; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Eastvantage Group in Ortigas Center, Philippines, is seeking a Service Desk Analyst L1 to be the first point of contact for global clients, delivering basic troubleshooting, M365 administration, and security monitoring support. You will log requests and resolve standard L1 tickets, elevating complex issues to L2/L3 with clear diagnostics.

The role emphasizes strong customer service, precise documentation, and SLA adherence while following SOPs.

Qualifications

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• Minimum 3 years of experience in IT Support, Service Desk, or Helpdesk roles.
• Working knowledge of Windows, Mac, and Microsoft 365 administration and troubleshooting.
• Basic understanding of networking, including Wi-Fi, VPN, and common connectivity issues.
• Foundational knowledge of security concepts and security alert triage.
• Familiarity with ticketing systems, SLAs, and IT support processes.

Responsibilities

• First-Line Technical Support: primary contact for technical issues, basic troubleshooting.
• SOC Alert Triage: initial triage of SOC alerts and telemetry anomalies with containment guidelines.
• Microsoft 365 Administration & Troubleshooting: manage user accounts, licenses, mailbox permissions, and common configuration issues.
• Ticket Logging & Triage: log inquiries and incidents in the ticketing system, document resolutions, and adhere to SLAs.
• Standard Operating Procedures (SOPs): follow scripts and knowledge base articles for basic fixes.
• Issue Escalation: escalate issues beyond L1 to L2/L3 with diagnostic notes.
• Customer Interaction: maintain clear, professional communication with clients and provide status updates.
• Documentation & Knowledge Base: contribute to frontline knowledge base articles.

Skills

Windows

Mac

Microsoft 365 administration

Networking basics

Security alert triage

Ticketing systems

SLA adherence

Customer service

Documentation

SOPs following

Education

Bachelor’s degree or diploma in Information Technology/Computer Science or related field

Job description

We're Hiring: Service Desk Analyst L1!

As a Service Desk Analyst, you will be the first point of contact for global clients seeking technical assistance and security monitoring support. This role focuses on basic IT troubleshooting, foundational security event triage, Microsoft 365 administration, and exceptional customer service. You will log incoming requests, resolve standard L1 tickets using established SOPs, triage initial security alerts, and cleanly elevate complex technical or security issues to higher-level support teams when necessary.

Location: Ortigas Center, Philippines
Work Mode: Work from Office
Role: Service Desk Analyst L1

Core Responsibilities

• First-Line Technical Support: Serve as the primary contact for incoming technical issues, providing basic troubleshooting for hardware, software, user accounts, and network connectivity.


• SOC Alert Triage: Perform initial triage of incoming security operations center (SOC) alerts and telemetry anomalies, applying standard containment guidelines or immediately escalating potential security incidents to L2 security teams.


• Microsoft 365 Administration & Troubleshooting: Manage user accounts, licenses, mailbox permissions, and common configuration issues across the Microsoft 365 ecosystem.


• Ticket Logging & Triage: Log for all user inquiries, security alerts, incidents, and service requests in the ticketing system. Ensure accurate documentation, categorize severity, and adhere to Service Level Agreements (SLAs).


• Standard Operating Procedures (SOPs): Follow documented scripts, knowledge base articles, and standard workflows to execute basic fixes (e.g., password resets, M365 provisioning, software installations, and peripheral setups).


• Issue Escalation: Identify technical or security issues exceeding L1 scope or resolution time limits and cleanly elevate them to L2/L3 or specialized security teams with comprehensive diagnostic notes.


• Customer Interaction: Maintain clear, professional, and friendly communication with clients, offering timely status updates and ensuring high customer satisfaction.


• Documentation & Knowledge Base: Contribute to frontline knowledge base articles and troubleshooting guides based on recurring end-user queries and security triage steps.

Skills and Requirements

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field, or equivalent relevant experience.


• Minimum 3 years of experience in IT Support, Service Desk, or Helpdesk roles.


• Working knowledge of Windows, Mac, and Microsoft 365 administration and troubleshooting.


• Basic understanding of networking, including Wi-Fi, VPN, and common connectivity issues.


• Foundational knowledge of security concepts and security alert triage.


• Familiarity with ticketing systems, SLAs, and IT support processes.


• Ability to follow SOPs, troubleshoot standard issues, document resolutions, and elevate appropriately.


• Strong verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.


• Strong customer service orientation, patience, and professionalism when supporting global users.


• Good problem-solving, multitasking, and prioritization skills in a fast-paced environment.


• Comfortable working with established processes and escalation protocols.

Preferred

• CompTIA A+, foundational security certification, or equivalent IT credentials.


• Experience in a SOC, security operations, or security alert triage environment.


• Experience supporting global users or working in a managed services environment.