Service Desk Engineer

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

Travel + Leisure Global Support Services (Philippines) Inc. is seeking a Service Desk Analyst responsible for providing 24/7 L1 support to internal staff as part of the Global ServiceDesk Team. This role includes incident management, software installation, and exceptional customer experience.

The ideal candidate will have a strong problem-solving attitude, excellent customer service skills, and a commitment to teamwork. The position requires flexibility with shift work and offers opportunities for growth in a high-paced environment.

Qualifications

• 1–2 years previous work experience in an IT operations environment.
• Flexibility to work productively in a fast-paced, high-growth environment.
• Strong problem-analysis skills and adaptability.

Responsibilities

• Provide 24/7 L1 support to T+L staff.
• Manage incidents through request management.
• Install software and perform L1 troubleshooting.

Skills

Customer service skills

Problem-solving attitude

Ability to work in a team

Excellent PC hardware skills

Education

IT-related degree or 1–2 years experience in IT operations

Tools

Microsoft certification and/or training

Job description

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Service Desk Analyst will be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. Tasks will include but not limited to: Phone, Email, Self‑service, Chat Incident Management. Additional tasks include managing all interactions through request management, installing software, L1 troubleshooting, remote management, Escalation and Priority Management while providing an exceptional customer experience. The Service Desk Analyst will also be the first line of support to our business partners and develop omni‑channel support and relations on a Global Level.

How You’ll Shine

• Provide L1 Support through all business interactions in accordance with IT Global Policies & Procedures
• Resolve L1 incidents within the given SLAs
• Meet the KPIs outlined
• Collaborate with L2 and L3 Incident Management Teams
• Build and document IT procedures for training purposes (Knowledge Base Management)
• Provide remote IT training for new and current staff and systems
• Work on special projects as assigned by the Service Desk Manager
• Ensure all jobs are documented and closed correctly to maintain a high level of customer satisfaction
• Display a “Count On Me” service to all internal and external parties
• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise
• Display leadership values by ensuring effective communication and respecting peers and managers
• Support others within the team and empower each other wherever possible

What You’ll Bring

• A committed team player who takes control of all tasks assigned
• Impeccable client manner & “Count on me” work ethic
• A hands‑on, problem‑solving, “can‑do” attitude
• Excellent customer service skills
• Flexibility to work productively in a fast‑paced, high‑growth, and changing environment that includes shift work and after‑hours on‑call rosters
• 1–2years’ previous work experience in an IT operations environment or an IT‑related degree
• Experience in a team environment, working to tight deadlines
• Excellent PC hardware skills; Microsoft certification and/or training will be highly regarded
• Working a 7‑day rotating shift pattern
• Availability to work local public holidays
• Strong problem‑analysis skills, adaptability, planning and organizing skills

We are an equal opportunity employer, and all applications will be considered for employment without attention to membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.