Service Desk Pro: Level 2 IT Support

Aurecon Group; Manila; Hybrid; PHP 420,000 - 640,000; Full time

Job summary

Aurecon Group is seeking a Service Desk Analyst – Level 2 to join our hybrid Manila team. You will provide local and remote Level 2 desktop support, resolve incidents efficiently, and work with ITIL processes to deliver reliable service across Aurecon offices. A 3+ year background in commercial IT is expected.

Join a diverse team that values innovation and future-ready IT practices, supporting Windows, Office 365, and engineering tools in a global environment.

Qualifications

• 3+ years of experience in commercial IT providing Level 2 desktop support.

Responsibilities

• Provide Level 2 desktop support to local and remote users.
• Resolve incidents and service requests within SLAs.
• Maintain accurate incident records and resolution history.
• Escalate complex issues to Level 3 as needed and coordinate with stakeholders.
• Participate in ITIL-based processes (incident, problem, change, release).
• Deliver excellent customer service via phone, email and chat.

Skills

Customer service

Incident management

Communication

Team collaboration

Problem solving

Education

Bachelor's degree in IT/CS/Engineering

Tools

CMS

Windows OS

Office 365

VMware

Job description

Aurecon Group is seeking a Service Desk Analyst – Level 2 to join our hybrid Manila team. You will provide local and remote Level 2 desktop support, resolve incidents efficiently, and work with ITIL processes to deliver reliable service across Aurecon offices. A 3+ year background in commercial IT is expected.

Join a diverse team that values innovation and future-ready IT practices, supporting Windows, Office 365, and engineering tools in a global environment.