Service Desk Analyst L1: IT Support & SOC Triage Pro

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

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.