Service Desk Analyst L1: IT Support & SOC Triage

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

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.