Service Desk Analyst — Remote/Onsite IT Support

Netrix Global; Metro Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

Netrix Global is seeking a Service Desk Analyst to provide timely tier one technical support to clients via calls and emails from its Manila, Philippines office. The role emphasizes accurate incident recording, prioritization, and escalation to resolver teams, with focus on first-call resolution and meeting performance metrics.

The ideal candidate has 1–3 years in a Help Desk/Service Desk role, strong communication, and familiarity with IT systems, VPN, Citrix, and Microsoft environments.

Qualifications

• Experience in a Help Desk/Service Desk role.
• Strong written and spoken communication.
• Ability to document issues and resolutions.
• Itil concepts familiarity is a plus.
• Willingness to work in a 24/7 environment.

Responsibilities

• Provide timely and accurate tier one technical support.
• Monitor tickets and troubleshoot; escalate when needed.
• Maintain security and manage user accounts.
• Provide exceptional customer service.
• Write knowledge base articles for support procedures.
• Offer onsite support as required.
• Participate in onboarding and training of new staff.
• Absorb feedback and KPI metrics.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Time management

Education

College degree or equivalent experience

Technical certification preferred

Tools

Email setup

VPN

Citrix

AD

Microsoft 365

Windows OS

Networking basics

Job description

Netrix Global is seeking a Service Desk Analyst to provide timely tier one technical support to clients via calls and emails from its Manila, Philippines office. The role emphasizes accurate incident recording, prioritization, and escalation to resolver teams, with focus on first-call resolution and meeting performance metrics.

The ideal candidate has 1–3 years in a Help Desk/Service Desk role, strong communication, and familiarity with IT systems, VPN, Citrix, and Microsoft environments.