Service Desk Analyst | Night Shift

AMCS Group; Cebu City; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid working model

Healthcare coverage (Day 1)

25 annual leave days

Shuttle service

Free onsite meals

Wellbeing benefits

Continuous learning & development

Global collaboration

Job summary

AMCS Group in Cebu City, Philippines, is seeking a Service Desk Analyst to join our Service Operations team. In this customer-facing role, you will provide first-line support, troubleshoot technical and application issues, manage support cases, and ensure timely, high-quality service.

You will collaborate with customers, internal support teams, and product specialists to resolve incidents, maintain service standards, and contribute to continuous improvement within our global SaaS organisation.

Qualifications

• Experience in customer support or service desk roles.
• Ability to troubleshoot technical and application issues.
• Comfort with incident management and change awareness.

Responsibilities

• Provide first-line support to customers and resolve issues.
• Log and manage support cases with quality documentation.
• Coordinate with internal teams and product specialists.
• Monitor and respond to alerts and maintain knowledge base.
• Contribute to continuous service improvement.

Skills

Active listening

Customer communication

Relationship building

Problem solving

Planning & organizing

Technical troubleshooting

Documentation skills

Tools

SQL

Job description

WhoWe Are

At AMCS, sustainability means business - and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.

What We Build

We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.

Why Join AMCS

Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what's possible and work on technology that makes a measurable difference - for our customers, our communities and the planet

The Opportunity

We are looking for a Service Desk Analyst to join our Service Operations team. In this customer-facing role, you will be responsible for providing first-line support, troubleshooting technical and application issues, managing support cases, and ensuring customers receive timely, high-quality service.

You will work closely with customers, internal support teams, and product specialists to resolve incidents, maintain service standards, and contribute to continuous improvement initiatives. This is an excellent opportunity for someone who enjoys problem-solving, building customer relationships, and developing their technical expertise within a global SaaS organisation.

What You'll Do

Core Responsibilities

• Utilizes the knowledge base in troubleshooting customer issues.

• Creates a case for each distinct issue where one does not exist.

  • Meet quality standards.

  • Use triage process including questionnaire.

  • If unable to resolve, assign out as per process.

  • If a case submitted via the Support portal is not clear, the HD team member will call the customer to gather and document the triage questionnaire.

• Azure alerts

  • Monitor and respond to Azure alerts in a timely manner and according to the established process.

• Actively maintain assets.

• Post release notes to the customer portal

• Actively participates within the team. Consistently uses AMCS' Services methodology templates and techniques.

• Consistently strives to provide a quality service.

• Create/Maintain 1 KB/SOP per month

• Create cases and communicate with our customer where required.

Daily Regimen

• Review emails sent by management/organization.

• Check existing p1/2s for customer(s) supported.

• P1 handoff (where applicable)

• Read and understand Daily Change Control review. This will keep you alert to what changes may have an impact on our customers environment.

• If you have failed tickets (tickets that were not worked prior to leaving for the day)), update & reset expectations.

• Use the Global Service Desk chat to inform team members when you begin and end your shift, as well as any breaks and you lunch.

Reporting

• Review unassigned cases.

• Review days since last communication

• Review all cases where customer has replied.

What You Bring

Communication

• Active Listening: full attention to what a person is saying, taking the time to understand the points being made, and asking other qualifying questions when necessary.

• Restates the problem to ensure we understand what the customer is saying.

• Listens & clearly presents information. Presents information & facts in a logical manner and shares information willingly in a timely manner.

• Provides proactive communication to AMCS and to its customers.

• Ensure all customer's open issues are updated and the customer is updated every 13 days or less.

• Engage Team Lead/Incident Manager for any issues that could result in a system outage or financial loss for the customer.

Relationship Building

• Builds and maintains customer relationships including expectation management and if unknown engage more senior team members.

• Builds and maintains mutually beneficial relations with colleagues.

• Social Perceptiveness: aware of other reactions and understand why the react as they do.

Problem Solving

• Gathers information systematically and summarizes to understand the problem.

• Breaks down the problem into manageable pieces.

• Meet quality documentation standards, including screenshots, steps customer took to arrive at the error, and the expected results/outputs.

• Involved in brainstorming workshops and analysis of results.

• Service orientation: actively looking for ways to help people.

Planning & Organizing

• Prepares and uses a daily 'to do' list.

• Distinguishes the essentials from side issues.

AMCS Solution Knowledge

• Continuously develops product and system skills.

• Demonstrate this knowledge in the troubleshooting of customers solutions.

• Participate in all required training.

• Complete the Support required training for the relevant team. (SQL Bootcamp)

• Obtain/maintain technical certifications relates to your position and career path.

Change Management

• Understand the Change management process.

• Be aware of how to review all CABs deployed in last 24 hours.

What We Offer

• Hybrid working model that supports flexibility and collaboration.

• Day 1 healthcare coverage for you and up to three dependents.

• 25 annual leave days.

• Transportation support through our shuttle service.

• Free onsite meals and coffee.

• Allowances and employee benefits designed to support your wellbeing.

• Continuous learning and professional development opportunities.

• Global collaboration and exposure across teams and regions.

• The opportunity to work on technology that helps create a more sustainable future.

At AMCS, your work helps businesses operate more efficiently while contributing to a more sustainable future. If you are passionate about customer support, technology, and delivering great service, we would love to hear from you.