Service Desk Analyst - Retail

Eastvantage Group; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Eastvantage Group is seeking a Service Desk Analyst – Retail to support IT systems across retail and QSR environments in Taguig. The role covers diagnosing hardware/software/OS issues on desktops, laptops, and printers, plus user account and mailbox administration.

The position requires strong customer-facing support, knowledge of AD/DHCP/DNS/Group Policy, and experience with ITIL frameworks. Onsite work for the first 3 months, then hybrid with potential 24/7 shifts.

Qualifications

• Experience in a quick-service restaurant (QSR) or service station environment is essential.
• Strong experience in a technical, customer-facing support role.
• Background in service desk operations, incident management, and technical troubleshooting.

Responsibilities

• Diagnose and resolve hardware, software, and operating system issues involving desktops, laptops, portable devices, and printers.
• Perform first-level administration tasks, including password resets, user account creation and deletion, and mailbox administration.
• Provide basic support for Active Directory, DHCP, DNS, Group Policy, and other related server technologies.
• Conduct backup checks, identify errors, and raise tickets for further investigation.
• Log, track, prioritize, and route incidents and service requests while documenting resolutions accurately.
• Identify recurring issues and create problem records for root cause analysis.
• Manage complex technical issues within the team and provide escalation support when required.
• Maintain knowledge base articles, troubleshooting guides, and documentation to improve resolution times.
• Communicate with customers, vendors, and internal teams to resolve technical issues and improve service delivery.
• Provide technical guidance and training to customers, engineering teams, and other internal stakeholders.
• Support technical projects by assisting project managers with scope, risks, and service requirements.
• Visit customer sites when necessary to provide hands-on technical assistance.
• Meet individual performance targets and service-level agreements (SLAs).
• Participate in a rotating 24/7 shift schedule and/or on-call roster as required.

Skills

Windows OS

Printer troubleshooting

Active Directory

DHCP

DNS

Group Policy

ITIL

POS systems

KDS

UPS knowledge

Incident management

Customer-facing support

Tools

ITSM tools

Ticketing system

Job description

We're Hiring: Service Desk Analyst – Retail!

Are you passionate about IT support and delivering exceptional customer service Join our team as a Service Desk Analyst – Retail and help ensure the smooth operation of IT systems across retail and quick-service restaurant (QSR) environments. If you have strong troubleshooting skills, enjoy solving technical challenges, and thrive in a customer-facing role, we'd love to hear from you!

Location: Taguig, Philippines
Work Setup: Onsite for the first 3 months, with a hybrid arrangement thereafter
Role: Service Desk Analyst – Retail

What You'll Do:

Provide Technical Support

• Diagnose and resolve hardware, software, and operating system issues involving desktops, laptops, portable devices, and printers.

• Perform first-level administration tasks, including password resets, user account creation and deletion, and mailbox administration.

• Provide basic support for Microsoft Active Directory, DHCP, DNS, Group Policy, and other related server technologies.

• Conduct backup checks, identify errors, and raise tickets for further investigation.

Manage Incidents and Service Requests

• Log, track, prioritize, and route incidents and service requests while documenting resolutions accurately.

• Identify recurring issues and create problem records for root cause analysis.

• Manage complex technical issues within the team and provide escalation support when required.

• Maintain knowledge base articles, troubleshooting guides, and documentation to improve resolution times.

Deliver Excellent Customer Service

• Communicate with customers, vendors, and internal teams to resolve technical issues and improve service delivery.

• Provide technical guidance and training to customers, engineering teams, and other internal stakeholders.

• Support technical projects by assisting project managers with scope, risks, and service requirements.

• Visit customer sites when necessary to provide hands-on technical assistance.

Maintain Service Excellence

• Meet individual performance targets and service-level agreements (SLAs).

• Participate in a rotating 24/7 shift schedule and/or on-call roster as required.

• Follow company policies, procedures, and established IT service management practices.

• Contribute to continuous improvement initiatives and support additional responsibilities as assigned.

What We're Looking For:

Technical Skills

• Working knowledge of Windows desktop and laptop hardware, software, and operating systems.

• Basic troubleshooting skills for printers and multifunction devices (MFDs).

• Familiarity with Microsoft Active Directory, account administration, mailbox administration, DHCP, DNS, and Group Policy.

• Knowledge of ITIL frameworks and IT service management practices.

• Experience with retail technologies, such as Point of Sale (POS) systems, Kitchen Display Systems (KDS), and Uninterruptible Power Supply (UPS), is an advantage.

Experience

• Previous experience in a quick-service restaurant (QSR) or service station (servo) environment is essential.

• Strong experience in a technical, customer-facing support role.

• Background in service desk operations, incident management, and technical troubleshooting.

Key Personal Attributes

• Excellent verbal and written communication skills.

• Strong customer service orientation and interpersonal skills.

• Effective time management and the ability to prioritize tasks and meet deadlines.

• High attention to detail, accuracy, and quality of work.

• Logical, methodical, and analytical approach to problem-solving.

• Ability to work independently, stay motivated, and perform under pressure.

• Adaptability and a commitment to continuous improvement.

• Willingness to mentor colleagues, share knowledge, and lead by example.

Ready to Take the Next Step

If you're eager to apply your technical expertise in a retail environment and help deliver reliable IT services, we'd love to hear from you!