Service Desk Analyst - Level II

Arch Global Services Philippines; Manila; On-site; PHP 446,000 - 625,000; Full time

Job summary

Arch Global Services (Philippines) Inc. is seeking a Service Desk Analyst for night shifts to provide end-user IT support and maintain documentation of recurring tasks.

The role collaborates with Helpdesk, Desktop Technology and ATS teams to diagnose, resolve, and document IT issues while ensuring SLA compliance. The successful candidate will log and track incidents, restore services promptly, and uphold security standards.

Qualifications

• End-user IT support and documentation for recurring tasks.
• Diagnose, troubleshoot and resolve basic to moderate IT problems.
• Work with Helpdesk, Desktop Technology and ATS teams.
• Operate under defined processes and guidelines.
• Night shift role with adherence to SLA targets.

Responsibilities

• Act as the SPOC for IT support.
• Log, track, and resolve incidents and service requests.
• Restore service quickly within SLA targets.
• Deliver professional, customer-focused support.
• Protect confidentiality and maintain security standards.
• Drive continuous service improvement.
• Assist with ad hoc projects and backup support for the team.

Skills

MS Office

Office365

Microsoft Exchange & Outlook

Windows 7/10

Active Directory

Hardware Troubleshooting

Network Troubleshooting

SCCM/Intune

Education

BS in IT or related field

Tools

SCCM/Intune

Job description

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility.

The Service Desk Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems. This is a Night Shift role.

• Act as the single point of contact (SPOC) for IT support.
• Log, track, and resolve incidents and service requests.
• Restore service as quickly as possible within SLA targets.
• Deliver professional, customer-focused support.
• Protect confidential information and maintaining security standards.
• Drive continuous service improvement.
• Assist with Ad Hoc projects and backup support for the support team

Required Skills/Experience

• MS Office (Word, Excel, PowerPoint, Access)
• Office365
• Microsoft Exchange and Outlook
• Microsoft Windows 7/Windows 10
• Active Directory
• Hardware Troubleshooting
• Basic Network Troubleshooting
• SCCM/Intune

Desired Skills/Experience

• Excellent Customer Service Skills
• Experience with Virtual Machines and Citrix
• Knowledgeable in Windows7/10
• Strong analytical skills, spreadsheet skills, and business problem solving skills
• Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
• Basic understanding of IT and insurance terminology preferred
• Ability to work well independently and as part of a team

Education

• BS in IT or any related field

10400 Arch Global Services (Philippines) Inc.