Service Desk Analyst L1 — IT Support & SOC Triage

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

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.