Service Desk Analyst (L1/L2)

Umpisa Inc; Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Umpisa Inc. is seeking an experienced IT Operations Support professional in Metro Manila to strengthen IT projects, cloud initiatives, and end-user services. The role includes collaborating on IT projects, enabling cloud infrastructure services, and supporting a growing software team's operations.

The candidate will provide Level 1 and Level 2 support, handle user onboarding/offboarding, and lead new-employee setups while maintaining clear documentation for internal use and end users.

Qualifications

• Degree in Information Technology, Computer Science, or similar field.
• Experience with IT operations, support, and cloud-related projects is a plus.
• Familiarity with QA automation and testing tools is desirable.
• Strong communication and collaboration with developers and clients required.
• Interest in growing QA automation, CI/CD, and release validation.

Responsibilities

• Provide general IT operations and user support across APAC and IT projects.
• Lead new employee setups and manage first-day orientations.
• Oversee user onboarding and offboarding processes.
• Create and maintain internal and end-user documentation.
• L1/L2 support and assist with automation and QA tasks.

Skills

Strong communication

Problem-solving

Analytical skills

Scrum / Agile

Self-starter

Team & client collaboration

Values alignment

Education

Bachelor's degree in IT/CS

Tools

Playwright

Cypress

Postman

Supertest

Job description

At Umpisa Inc., our mission is to make the Philippines known globally as a tech hub.

Umpisa Inc. is a progressive technology services company that partners with select industries, clients, and people to work on pioneering and industry-changing solutions through digital transformation, modern software development, and venture building.

We create world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging, and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.

Essential Skills

• Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation, and Diversity
• Strong communication skills
• Strong problem-solving and analytical skills
• Excellent problem-solving ability
• Willingness to work as part of a self-organizing Scrum team within a scaled Agile framework
• Must be a self-starter who enjoys collaborating with the team and clients

Job Summary

We are seeking an experienced IT Operations Support professional. This role extends beyond APAC support and contributes to various IT-related functions, management responsibilities, and projects. Responsibilities include collaborating on IT projects, such as enhancing and implementing cloud infrastructure services.

The role also involves:

• Providing general user support
• Leading new employee setups
• Overseeing first-day orientations
• Managing user terminations
• Creating and maintaining documentation for internal use and end-user guidance, covering current and future requirements
• Providing Level 1 and Level 2 (L1/L2) support

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Endpoint security and management (must-have)
• Microsoft/Active Directory administration (must-have)
• System administration and basic housekeeping, including user onboarding and offboarding
• Low-code/no-code experience is a plus, or experience with workflow logic or automation
• Some experience with data migration projects
• Experience supporting Mac devices
• L1/L2 support experience
• Passion for expanding into Quality Assurance (QA) automation and continuously developing skills in automated testing tools such as Playwright, Cypress, Postman, and Supertest
• Eagerness to learn and contribute to test automation, regression testing, CI/CD pipelines, and release validation while supporting high-quality software delivery