Specialist, IT Helpdesk

NQX Philippines; Villa Luna; On-site; PHP 240,000 - 360,000; Full time

Job summary

NQX Philippines is seeking an IT Service Delivery Analyst to provide first-line IT support through the Service Desk and to drive efficient ITSM processes. You will log, triage, and resolve incidents, coordinate with internal teams and vendors, and maintain clear documentation.

The role emphasizes customer service, timely resolutions, and adherence to SLAs in a fast-paced environment. A Bachelor's degree in IT or related field and at least 1 year of hands-on IT support experience are required,

Qualifications

• Candidate must have a Bachelor's degree in IT, CS, or related field.
• At least 1 year of hands-on IT support experience.
• Experience with ticketing tools such as ServiceNow, Jira or Remedy.

Responsibilities

• Provide first-line IT support via Service Desk and ticketing system.
• Log, classify, and prioritize incidents and service requests per SLAs.
• Troubleshoot hardware, software, network, and application issues.
• Escalate to appropriate teams and ensure timely resolution.
• Document tickets and resolutions clearly for knowledge base.

Skills

Customer focus

Analytical thinking

Attention to detail

Multitasking

Team collaboration

Education

Bachelor's degree in IT/CS

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.