Service Desk Analyst L1

Eastvantage Group; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Eastvantage Group is seeking a Service Desk Analyst in Metro Manila to be the first point of contact for global clients. You will handle basic IT troubleshooting, log requests, and triage routine issues across Windows, Mac, and Microsoft 365.

The role emphasizes strong customer service, adherence to SOPs, and escalation to L2/L3 teams for complex problems, with a focus on security alert triage and accurate documentation.

Qualifications

• Bachelor’s degree or diploma in IT/CS or equivalent experience.
• Minimum 3 years in IT Support, Service Desk, or Helpdesk.
• Working knowledge of Windows, Mac, and Microsoft 365 administration.

Responsibilities

• First-Line Technical Support: provide basic troubleshooting for hardware, software, user accounts, and network connectivity.
• SOC Alert Triage: perform initial triage of SOC alerts and escalate security incidents to L2/L3 as needed.
• Microsoft 365 Administration & Troubleshooting: manage user accounts, licenses, and mailbox permissions.
• Ticket Logging & Triage: log inquiries and incidents, classify severity, and meet SLAs.
• SOPs: follow scripts and KBs to execute fixes like password resets and provisioning.
• Issue Escalation: escalate complex issues with diagnostic notes to higher levels.
• Customer Interaction: maintain clear, professional communication with clients.
• Documentation & Knowledge Base: contribute to troubleshooting guides from recurring queries.

Skills

Customer service

Troubleshooting

Communication

Ticketing

Multitasking

Education

Bachelor’s degree or diploma in IT/CS

Tools

Windows

macOS

Microsoft 365

Job description

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 expedite complex technical or security issues to higher-level support teams when necessary.

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.