Sr. IT Service Desk Analyst

HRTX; Philippines; On-site; PHP 335,000 - 603,000; Full time

Job summary

HRTX is seeking a Sr. IT Service Desk Analyst in the Philippines to support ticket dispatching and live chat operations. The role covers administration of ManageEngine Service Desk Plus and driving enhancements across the service desk function.

Ideal candidates will hold a Bachelor's in IT/CS, with ITIL and CBAP certifications preferred, and be willing to report at the Makati Office. Familiarity with ServiceNow is a plus.

Qualifications

• Bachelor's degree in IT/CS/related field.
• Knowledgeable in ManageEngine Service Desk Plus.
• Knowledge in key technologies (e.g. Microsoft 365).
• Preferably knowledgeable in ticketing systems (ManageEngine, ServiceNow).
• ITIL certification preferred.
• CBAP certification preferred.
• Willing to regularly report at the Makati Office.

Responsibilities

• Supports the operation of ticket dispatching and chat support.
• Management and Administration of ManageEngine Service Desk.
• Handles all projects/enhancement of other service desk (Support Service Desk).
• Handles different tasks related to IT governance and compliance.

Skills

Ticketing systems knowledge

Microsoft 365 knowledge

Education

Bachelor's degree in IT/CS/related

ITIL certification

CBAP certification

Tools

ManageEngine Service Desk Plus

ServiceNow

Job description

About the job Sr. IT Service Desk Analyst

Job Responsibilities:

• Supports the operation of ticket dispatching and chat support
• Management and Administration of ManageEngine Service Desk
• Handles all projects/enhancement of other service desk (Support Service Desk)
• Handles different tasks related to IT governance and compliance

Qualifications:

• Bachelors degree holder in IT, Information Systems, Computer Science, Computer Engineering or related courses
• Knowledgeable in ManageEngine Service Desk Plus
• With knowledge in key technologies (e.g. Microsoft 365)
• Preferably knowledgeable in any ticketing system (ManageEngine, Service Now) platform
• Preferably ITIL certified
• Preferably Certified Business Analysis Professional (CBAP)
• Willing to regularly report at the Makati Office