Specialist, IT Helpdesk

Quantrics Enterprises Inc.; San Mateo; On-site; PHP 1,227,747 - 1,841,620; Full time

Job summary

Quantrics Enterprises Inc. is seeking an IT Service Delivery Analyst to provide first-line technical support through the Service Desk. This role is essential for ensuring high-quality IT service delivery aligned with business needs.

The ideal candidate will have a Bachelor’s degree in IT or Computer Science, with at least 1 year of experience in IT support. Strong analytical skills and proficiency with ticketing tools such as ServiceNow are required. The position is based in San Mateo, Rizal, Philippines.

Qualifications

• At least 1 year of hands-on experience in IT support or a similar role.
• Experience using ticketing tools like ServiceNow, Jira, or Remedy.
• Solid troubleshooting skills for Windows, Office 365, and basic network issues.

Responsibilities

• Provide first-line technical support through the Service Desk.
• Log, categorize, and prioritize incidents and service requests.
• Troubleshoot hardware, software, network, and application issues.

Skills

Customer-focused mindset

Analytical skills

Problem-solving skills

Attention to detail

Documentation discipline

Team collaboration

Stakeholder management

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

ServiceNow

Jira

Remedy

Job description

Role Overview

The IT Service Delivery Analyst is responsible for providing first-line technical support through the Service Desk while ensuring high-quality IT service delivery aligned with business needs. The role also supports IT Service Management (ITSM) processes such as incident, problem, change, and service request management to drive continuous improvement and operational efficiency.

Specific Duties And Responsibilities

• Service Desk / End-User Support.
• Act as the primary point of contact for IT support via phone, email, chat, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in accordance with SLAs.
• Troubleshoot hardware, software, network, and application issues.
• Provide timely resolution or escalation to appropriate support teams.
• Maintain clear and accurate documentation of tickets and resolutions.
• Ensure excellent customer service and user communication at all times.

IT Service Delivery

• Monitor ticket queues to ensure SLA compliance and timely resolution.
• Coordinate with internal IT teams and vendors for issue resolution.
• Support service availability and performance monitoring.

ITSM Process Support

• Support Incident, Problem, Change, and Request Management processes.
• Assist in root cause analysis and problem resolution initiatives.
• Participate in change implementation and validation activities.
• Help maintain and improve ITSM documentation, knowledge base, and workflows.
• Ensure adherence to IT governance and best practices.

Competencies

• Customer-focused mindset.
• Strong analytical and problem-solving skills.
• Attention to detail and documentation discipline.
• Ability to multitask and prioritize effectively.
• Team collaboration and stakeholder management.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• Must have at least 1 year of hands‑on experience in IT support or a similar role.
• Experience using ticketing tools (e.g., ServiceNow, Jira, Remedy, etc.).
• Solid troubleshooting skills (Windows, Office 365, network basics, VPN, etc.).
• Basic network troubleshooting skills, with hands‑on experience using network monitoring tools.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced, SLA-driven environment.