Service Desk Analyst (L1/L2)

Umpisa Inc; Metro Manila; On-site; PHP 279,000 - 558,000; Full time

Job summary

Umpisa Inc. is seeking an experienced IT Operations Support professional in the Philippines to extend IT services beyond APAC and contribute to cloud infrastructure projects. You will support users, lead onboarding, and manage user accounts while developing workflows and documentation.

The role involves collaborating on IT projects, implementing cloud infrastructure services, and supporting ongoing IT operations with a focus on quality and reliability.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Endpoint security and management is required.
• Microsoft/Active Directory administration is required.
• System administration and onboarding/offboarding tasks.
• Low-code/no-code experience or workflow automation is a plus.
• Experience with data migration projects.
• Experience supporting Mac devices.
• L1/L2 support experience.
• Interest in QA automation and testing tools (Playwright, Cypress, Postman, Supertest).
• Willingness to learn CI/CD and release validation for high-quality software delivery.

Responsibilities

• Provide general user support.
• Lead new employee setups and onboarding.
• Oversee first-day orientations for new hires.
• Manage user terminations.
• Create and maintain internal and end-user guidance documentation.
• Provide L1/L2 support.

Skills

Communication

Problem solving

Analytical skills

Scrum/Agile

Self-starter

Core values alignment

Education

Bachelor's degree (IT/CS)

Tools

Endpoint security

Active Directory

System administration

Mac support

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