Service Desk Analyst L1

Eastvantage Group; Philippines; On-site; PHP 350,000 - 520,000; Full time

Job summary

Eastvantage Group is hiring a Service Desk Analyst L1 to provide first-line IT support for global clients, focusing on basic troubleshooting, M365 administration, and security triage. You will log requests, triage alerts, and escalate complex issues to higher-level teams when necessary.

The role emphasizes customer service excellence, documentation, and adherence to SOPs within an office-based environment in Ortigas Center, Philippines.

Qualifications

• 3+ years IT support or helpdesk experience.
• Bachelor's degree or diploma in IT-related field.
• Working knowledge of Windows, Mac, and Microsoft 365 administration.
• Basic networking understanding (Wi-Fi, VPN, connectivity).
• Foundational security concepts and alert triage.
• Experience with ticketing systems, SLAs, and IT processes.
• Ability to follow SOPs, document resolutions, and escalate when needed.
• Strong verbal and written communication for global users.

Responsibilities

• Provide first-line technical support for hardware, software, user accounts, and connectivity issues.
• Triage SOC alerts and telemetry; escalate to L2/L3 when required.
• Administer and troubleshoot Microsoft 365 issues and user licenses.
• Log all inquiries and incidents in the ticketing system; categorize severity.
• Follow SOPs and KB articles for common fixes.
• Escalate non-L1 issues with complete diagnostic notes.
• Communicate status updates clearly to customers.
• Contribute to frontline knowledge base and troubleshooting guides.

Skills

IT Support

M365 Administration

Customer Service

Ticketing Systems

Networking Basics

SOP Adherence

Clear Communication

Education

Bachelor's degree in IT/CS

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.

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