Service Desk Analyst - Retail Account

Eastvantage; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Eastvantage is seeking a Service Desk Analyst to provide first-level IT support within a Managed Services environment. The role focuses on Windows-based desktops, printers, and end-user devices, with strong troubleshooting and customer-facing skills.

You will administer AD tasks, handle printer issues, document incidents, and contribute to knowledge bases. A rotating 24/7 shift/on-call roster is required; on-site support may be needed at customer locations.

Qualifications

• Experience in a quick service restaurant or similar customer-facing environment.
• Hands-on experience in Windows-based desktops/laptops hardware and software troubleshooting.
• Basic knowledge of printer and MFD troubleshooting.
• Experience with Microsoft Active Directory including account/mailbox administration.
• Knowledge of DHCP, DNS, and Group Policy.
• Familiarity with ITIL frameworks and service management.
• Experience with POS, KDS, UPS is advantageous.

Responsibilities

• Provide first-level IT support for desktops, laptops, printers, and end-user devices.
• Diagnose and resolve hardware, software, operating system, and basic connectivity issues.
• Administer user accounts and AD tasks (password resets, account create/delete).
• Troubleshoot printers and MFDs.
• Log and prioritize incidents and maintain documentation.
• Escalate incidents and ensure timely resolution.
• Create Knowledge Base articles and support processes.
• Provide on-site support when required.
• Participate in rotating 24/7 shift/on-call roster.
• Support IT projects and assist with scope and risks.

Skills

Communication skills

Customer service

Troubleshooting

Windows troubleshooting

Active Directory

Printer support

ITIL awareness

POS/KDS/UPS knowledge

Tools

Printer troubleshooting

Job description

We are looking for a customer-focused and technically skilled Service Desk Analyst to provide first-level IT support to end users within a Managed Services environment. The ideal candidate will have strong troubleshooting skills, excellent communication, and experience supporting Windows-based devices in a fast-paced, customer-facing environment.

What You'll Do:

• Provide first-level technical support for desktops, laptops, portable devices, printers, and other end-user equipment.
• Diagnose and resolve hardware, software, operating system, and basic connectivity issues.
• Perform user administration tasks such as password resets, account creation/deletion, and Microsoft Active Directory administration.
• Troubleshoot printers and multifunction devices (MFDs).
• Log, track, prioritize, and route incidents and service requests while maintaining accurate documentation.
• Identify and document recurring issues for root cause analysis and problem management.
• Perform backup checks and raise tickets for any identified errors or failures.
• Collaborate with customers, vendors, internal IT teams, and technical support teams to resolve complex issues.
• Escalate incidents appropriately and follow through to ensure timely resolution and customer satisfaction.
• Create and maintain Knowledge Base articles, processes, and known-error documentation to improve resolution times.
• Provide technical training and guidance to customers, engineering teams, and internal stakeholders when required.
• Support IT projects and assist Project Managers with project scope, risks, and technical requirements.
• Provide onsite technical support at customer locations when required.
• Participate in a rotating 24/7 shift and/or on-call roster.

What We're Looking For:

• Previous experience in a Quick Service Restaurant (QSR), service station/servo, retail, or similar environment is highly preferred.
• Strong experience in a technical customer-facing support role.
• Hands-on experience troubleshooting Windows-based desktops/laptops, hardware, and software.
• Basic knowledge of printer and MFD troubleshooting.
• Working knowledge of Microsoft Active Directory, including account and mailbox administration.
• Basic understanding of server technologies such as DHCP, DNS, and Group Policy.
• Knowledge of ITIL frameworks and service management practices.
• Experience with Point-of-Sale (POS), Kitchen Display Systems (KDS), and Uninterruptible Power Supply (UPS) is an advantage.

Key Skills & Attributes:

• Excellent verbal and written communication skills.
• Strong customer service and customer-focused mindset.
• Excellent time management and ability to prioritize tasks effectively.
• High attention to detail with a strong commitment to quality.
• Logical, methodical, and analytical approach to troubleshooting.
• Ability to work independently and remain effective under pressure.
• Adaptable and committed to continuous improvement.
• Ability to mentor colleagues and lead by example.

Certifications – Desired:

• Microsoft Certified Solutions Associate: Windows 11
• Microsoft Certified: Security Operations Analyst Associate

Ready to take your IT support career to the next level?