1,303 Service Desk Analyst jobs in the Philippines

Job Qualifications:

• Relevant Service Desk Experience is an advantage.

• Basic knowledge about software and hardware applications.

• Basic knowledge or familiarity with computer configuration and troubleshooting.

• Problem solving skills.

• Communication Skills: be able to communicate periodically and proficiently using all types of communication tools available such as phone, email, messaging, etc. with all types of users and colleagues in the organization.

• Must be willing to be trained.

Job Description:

• Open, log, prioritize, assign, close tickets logged in the IT Service Desk.

• Query the User for all relevant information concerning the call made or issue reported by the user.

• Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

• Re-route misdirected Calls.

• Escalate tickets not resolvable by SD, in accordance with client's escalation procedures.

• Provide status updates on Tickets to users.

• Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to their satisfaction.

• Able to make sound decisions and work with minimal supervision.

• Excellent interpersonal skills to foster cooperation among users, support teams and peers.

• Will be handling a voice account, and if required, additional contact channels as well such as Chat, Email, Self Service Tickets; Tools - Service Now, AD, RAVPN, Five9, Avaya, Ms Office, O365 environment, Cerner, Krono

This Service Desk Analyst position is a RemotePhilippinesbasedrole.

At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or reassign tickets to the resolver team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Optimal candidate will have two years' experience working in a fast-paced technical service desk environment with a proven track record of having excelled in maintaining high first-call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.

Service Delivery

• Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
• Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.
• Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and escalate issues following the proper escalation process.
• Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
• Provide exceptional customer service to all clients.
• Proactively support and maintain effective user relationships by educating clients on system operations and applications.
• Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received in a timely manner, in accordance to incident management processes.
• Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
• Manage the incident process for all open incidents by following up with assigned support personal and/or the affected user to ensure timely incident resolution and customer satisfaction.
• May include User Account Management projects/tasks as needed.
• May be requested to provide onsite support at customer location as required.

Process Improvement

• Acquire and maintain knowledge of ITIL best practices for incident management.
• Participation in the proper onboarding and training of new employees.
• Write or update technical documentation to be included in the knowledge base for all team members supporting the client to benefit from knowledge acquired.
• Participate in team projects that enhance the quality of efficiency of the Service Desk.
• Absorb feedback from management, the Quality Assurance Program and monthly KPI metrics.

Communication

• Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the designated escalation process.
• Monitor Netrix corporate email regularly throughout the work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other distributed information.
• Regularly participate in Microsoft Teams discussion groups/Teams and contribute to the conversations.
• Collaborate with other Netrix support professionals to resolve client issues.
• Collaborate with client(s) and Netrix personnel for training and process improvement purposes.
• Keep an open mind, positive attitude and contribute to the team comradery to effectively meet goals and expectations.

Miscellaneous

• Work at least three holidays per year to provide required coverage of customer contact queues.
• Employees must use their personal mobile phone to utilize MFA to access Netrix systems.

• Must be physically based within the Philippines
• College degree, technical school, or equivalent experience preferred.
• Excellent oral, organizational and written communication skills
• Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role.
• Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
• Basic knowledge of PC's, operating systems, applications, networks and hardware concepts.
• Good analytical and problem solving skills.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast-moving environment.

Location: Philippines, Remote

Work Hours/Shift: Work shift and exact hours would be discussed and agreed to during the interview process, shifts can be 8 hours/day 5 days a week. This is a 24/7 Service Desk environment and shifts may change over time, as well as require Saturday or Sunday coverage in an ongoing basis.

At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.

At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting .

To learn more about Netrix Global please go to )

Position:
Service Desk Analyst

Experience: 2 years +

Position Summary

Level 1 Service Desk Agent will:

• Provide initial support for customer requests via telephone, email, chat, or other available means of contact to the Support Center
• Quickly assesses the user's issue and provides first level support for problem resolution. Document information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area
• Require familiarity with most MS Office and other industry standard applications as well as good working knowledge of laptop and desktop functionality
• Work under close supervision and typically reports to the Service Desk Manager

Work Location and Requirements:

This is a hybrid of in-office and working from home position. The candidate will be able to work from home most of the time but will also be required to come into the office based on a regular schedule, job performance and as needed for client visits, training, or other events. The candidate would also be expected/required to come into the office for any WFH disruptions/outages immediately to ensure the integrity of coverage.

Requirements for working from home:

• Quiet environment away from distractions
• Highspeed internet (ethernet to router connection for supplied equipment is necessary to maintain consistent call quality)
• Enough space to accommodate supplied equipment required for job function: Laptop(s), iPads, monitor

Duties and Responsibilities

• Answer incoming calls and requests, troubleshoot, solve problems, and provide resolution to supported users within the contracted scope of support for each client
• Process and document user interactions using supplied ticketing system, knowledge base and other resources
• Help users with software and login issues
• Perform failure analysis to evaluate all processes and diagnose all software systems
• Serve as liaison between helpdesk and desktop support
• Troubleshoot and assist with a variety of issues on both PC, iPad, and iPhone
• Perform root cause analysis
• Remote software installs
• Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a supervisor, or other support areas within the team, i.e., Hardware Liaison, Technical Liaison, etc.
• Respond to miscellaneous request and research from internal staff as directed by the Supervisor.
• Attend job related training
• Complete Weekly Personal Time Watch

Requirements/Skills

• HS Diploma or equivalent
• PC Hardware
• Mobile device usage, configuration, and troubleshooting (Apple and Android)
• Windows 11 usage, configuration, and troubleshooting
• Remote Support Tools
• Basic Networking knowledge (Wi-Fi and ethernet)
• Active Directory
• Software Installation
• Microsoft Office (Excel, Word, PowerPoint, Outlook) troubleshooting and usage in a corporate environment

Additional Skills

• Critical thinking
• Customer service orientated
• Detail oriented
• Technical troubleshooting
• Active listening
• Ability to communicate technical information to a non-technical audience
• Self-motivated

The L1 Service Desk Support serves as the first point of contact for employees and clients experiencing IT-related issues. The role involves providing basic technical support, logging incidents, and escalating unresolved issues to higher-level support teams.

Location: Taguig, Metro Manila

• Respond to technical queries via phone, email, chat, or ticketing systems.

• Log, categorize, and prioritize incidents and service requests using ITSM tools (e.g., ServiceNow, Freshdesk).

• Troubleshoot basic hardware/software issues (e.g., password resets, printer issues, email access).

• Provide remote support using tools like TeamViewer, AnyDesk, or RDP.

• Escalate complex issues to L2/L3 teams following defined SLAs.

• Assist with onboarding/offboarding tasks (e.g., account setup, access provisioning).

• Maintain accurate documentation and update knowledge base articles.

• Ensure compliance with company IT policies and data protection standards.

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

• 1–2 years of experience in a helpdesk or technical support role.

• Familiarity with Windows OS, Office 365, Active Directory, and basic networking.

• Experience with ticketing systems and remote support tools.

• Strong communication skills in English and Filipino.

• Ability to work in a fast-paced, customer-focused environment.

• ITIL Foundation (preferred but not required)

• HMO coverage upon regularization

• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

• Night differential and shift allowances

• Career development and training programs

JOB TITLE:

Service Desk Analyst – L1 (Cantonese Speaker)

LOCATION:

Quezon City, Philippines

WORK HOURS:

Shifting

Summary

We are looking for a dedicated and customer-oriented
L1 Service Desk Analyst
who is fluent in
Cantonese
to join our IT support team. In this role, you will serve as the first point of contact for users requiring technical assistance. You will deliver prompt and efficient support in both
Cantonese and English
, ensuring a high level of service and user satisfaction.

Responsibilities

• Respond to and resolve incoming service requests via phone, email, or chat in Cantonese and English.
• Provide first-level technical support for hardware, software, application, and network-related issues.
• Record and manage service tickets using the organization's ticketing system, ensuring accurate and timely documentation.
• Escalate more complex issues to Level 2/3 support or relevant teams when required.
• Adhere to standard operating procedures and service level agreements (SLAs).
• Contribute to the maintenance and development of knowledge base articles.
• Perform regular follow-ups to ensure ticket resolution and user satisfaction.
• Maintain a high level of professionalism, empathy, and communication with all users.

Qualifications

• Fluency in Cantonese (spoken and written) is mandatory.
• Strong communication skills in English.
• Minimum of 1 year experience in an IT Service Desk or technical support role preferred.
• Basic knowledge of:
• Windows operating systems
• Microsoft Office suite
• General IT troubleshooting techniques
• Familiarity with ITIL framework or ITSM practices is an advantage.
• Strong problem-solving, organizational, and multitasking skills.
• Willing to work in a shifting schedule and/or on-call rotation as required.

Our Purpose

Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.

The Nitty Gritty

We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.

Role Overview and Objectives

The Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely manner

The core objectives and responsibilities of the Service Desk Analyst include:

1. Ensure the best service for every request

2. Adhere to the prescribed process and procedures

3. Manage self-performance and support the team

Responsibility

The Service Desk Analyst is responsible for:

1. End User Satisfaction· Maintain professionalism in all customer interactions, including escalations

• Address every request with an appropriate response (resolve or re-assign)
• To manage customer-related incidents ensuring a speedy resolution within the SLAs
• To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems

• To Assist in the Administration of Network Infrastructure

• Process Compliance· Follow guidelines/script and ensure every customer interaction is quality compliant

• Log all requests and update the database as per the guidelines

• Maintain security of the network

• Self-development & leadership· Keep manager updated on potential risks and performance deficiencies proactively

• Regularly updates product knowledge and technical skills using available resources

• Incorporate Datacom values into team interactions

Requirements:

Requirements:

• Knowledge of Network Hardware including Routers, Hubs, and Switches
• Able to recreate and administer network infrastructure
• Proactive in ticket management
• Conflict resolution
• Results-oriented
• Prior experience in customer telephone support or service desk
• Experience in LAN topology and infrastructure
• Working in a constantly changing environment

Skills

• Tools usage
• Knowledge management center
• Work instruction document (SOP)
• Soft skills
• TS and problem resolution
• Written and spoken English
• 35 WPM
• Customer Service
• Empathy
• TS and problem resolution over the phone

Benefits:

Our office is at BGC Taguig and we have hybrid work setup (Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts

We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment

Why join us here at Datacom?

Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

ECI is seeking an enthusiastic, personable, and qualified Service Desk Analyst with proficiency in a range of technologies and highly adept problem-solving skills to join our amazing team of Technologists. In this role, you will provide end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments. The successful Service Desk Analyst will "see the world through the eyes of the customer" delivering world class desktop support and end-user server administration for all client issues while responding to Level 1 and 2 service tickets in a fast-paced, dynamic environment. In addition, you will work shoulder to shoulder with an awesome team Interfacing with high profile financial industry clients daily, you will provide unparalleled IT Support and Fully Managed Helpdesk Services. We're not just about fixing issues; we're about creating solutions

This is an onsite role, reporting 5x a week in the ECI BGC, Taguig office. Rotating shift: early mornings / UK / EMEA hours and after hours.

What you will do:

• Provide Level 1 and 2 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
• "See the world through the eyes of the customer" delivering world class desktop support for all client issues while responding to Level 1 and 2 service tickets. There is also the potential for Tier 3 support work in conjunction with a Senior Technician.
• Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
• Action daily midlevel to advanced infrastructure support incidents
• Resolve incidents and requests related to, but not limited to the following: Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets to name a few.
• Execute basic system maintenance including software and operating system patching and software version upgrades.
• Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
• Project work for the installation & Support of Windows PCs & Servers, Azure & Microsoft 365, VMware & Cloud Migration Services.
• Creation and administration of user accounts on all group technology supported systems.
• Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements ("SLAs") are being met.
• Contact third-party vendors for warranty service repair.

Who you are:

• Minimum 2 years of end user support
• Microsoft Operating Systems such as Windows 10,11 Microsoft Office along with Exceptional experience MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting.
• Provide midlevel - advanced support and guidance to end-users on all aspects of Office 365 applications and services, including but not limited to Outlook, SharePoint, Teams, OneDrive, and Office Suite.
• Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint. With some expertise in Azure services.
• Basic PowerShell experience, e.g., copy/paste (not writing script)
• Android/iOS configuration, troubleshooting and potential integration with MDM solutions.
• Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web Filtering.
• Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls. Along with understanding of networking concepts and security principles in Azure environments.
• Experience with hardware troubleshooting (desktop/laptop, printer, mobile device)
• Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
• Familiarity with file system support including permissions, sharing, backups and restores.
• Experience working a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.)
• Experience troubleshooting file and print services.

Bonus points if you have:

• Familiarity of ITIL, and ITIL best practices within an IT operations environment
• Certifications in AZ900, M365 fundamentals, ITIL V4
• Experience with Managed Service Providers (MSP)
• Experience with Market Data vendors, such as Bloomberg, Reuters, Factset

ECI's culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package, separate sick leave and vacation leave, health benefit eligibility the first of the month, life and accident insurances, and so much more If you believe you'd be a great fit and are ready for your best job ever, we'd like to hear from you

Love Your Job, Share Your Technology Passion, Create Your Future Here

#LI-Onsite

Job Summary:

An IT Service Desk Analyst serves as the first point of contact for technical support within an organization, providing efficient and professional assistance to resolve IT-related issues. This role involves responding to and managing service requests, troubleshooting hardware, software, and network problems, and ensuring that incidents are resolved promptly or escalated to the appropriate teams.

Job Responsibilities:

• Handle incoming support requests via ticketing systems, phone, and other communication channels.
• Perform initial triage, troubleshooting and resolution of basic to intermediate IT issues.
• Manage user onboarding and IT-related requests.
• Escalate complex cases to higher-level engineers.
• Conduct system testing, updates, audits, and maintain accurate documentation.
• Perform routine system checks and report any irregularities.
• Assist in maintaining an inventory of IT assets and ensuring system security compliance.
• Recommend process improvements to enhance service desk efficiency and user satisfaction.

Job Responsibilities:

• Graduate of Bachelor's Degree in Information Technology, Computer Science or any related field.
• Strong technical Skills in workstation operating systems and business IT infrastructure.
• At least 2-3 years work experience in the related field.
• Knowledgeable in networking fundamentals, Microsoft 365, Microsoft Azure and Networking devices.
• Excellent communication skills and customer service abilities for frequent interaction with U.S Based clients.
• Team player; willingness to learn and take on advanced responsibilities.
• Can start immediately.

Full time, permanent employment

Hours of work: 40 hrs (Australia shift)

Work Week: Monday to Friday

Work location: Work from home (device provided)

Benefits: 15 Annual Leave, 10 Sick Leave, Public Holidays (AUS), Health Insurance (HMO for 1 Principal + 1 Dependent)

UnicornXemployment is powered by Enable Our Team from Inform Group Inc. in the Philippines.

About UnicornX

UnicornX is a proudly Australian-owned professional services company with a growing presence across Sydney, Melbourne, Adelaide, and the Philippines. We specialise in delivering high-impact IT services that help organisations optimise, modernise, and secure their technology environments.

Our expertise spans Strategy, Policy, Commercials, and Governance, with a strong foundation in Project Management, Business Analysis, Technical Services, and Security & Identity. What truly sets us apart is our ability to move seamlessly from strategy to execution—not only shaping the solution but also providing the skilled team to deliver it.

At UnicornX, you'll be part of a collaborative, forward-thinking environment where your contributions matter and your growth is supported. If you're committed to delivering accuracy, efficiency, and excellence in every aspect of payroll and finance, we'd love to hear from you.

About the Role

Join our team as a Service Desk Analyst, providing frontline IT support for one of Australia's most established providers of industrial and safety supplies. With a legacy spanning more than 140 years, this organisation supports businesses nationwide by delivering essential products, services, and solutions that keep worksites safe, productive, and efficient.

In this critical role, you'll be the first line of technical support for our business users and stakeholders. Your expertise will help thousands of employees stay productive, ensuring smooth day-to-day operations across the business.

If you're passionate about technology, pride yourself on solving problems, and enjoy helping others succeed, this is your chance to make an impact with one of Australia's most trusted brands.

What You'll Do

Daily Support and Operations

• Respond to incoming technical support requests via phone and ticketing system in a professional and courteous manner.
• Log, prioritize, track, and resolve helpdesk requests using our IT Service Management tool.
• Maintain accurate user and system documentation and contribute to the internal knowledge base.
• Guide users through problem-solving steps, offer helpful tips, and perform follow-ups to ensure full resolution.
• Escalate complex issues to the relevant teams while keeping users informed.
• Participate in the on-call support roster for critical business issues.

Service Excellence

• Ensure timely resolution of incidents and service requests in line with agreed SLAs.
• Monitor and manage service desk metrics, including call resolution rate and customer satisfaction.
• Work closely with internal teams to maintain excellent user experience and service continuity.

What We're Looking For

Required Skills & Experience

• Strong understanding of ITIL principles (ITIL Foundation v3 certification is a plus)
• Hands-on experience with Microsoft Office 365 and Windows 11
• Proficiency with ITSM tools (ServiceNow preferred)
• Knowledge of hardware, OS environment, and IT diagnostic tools
• Excellent communication, documentation, and customer service skills
• Ability to manage competing priorities in a fast-paced environment

Nice to Have

• Experience supporting HR and/or ERP systems
• Exposure to Microsoft Dynamics (Customer Engagement and FinOps)
• Background in distribution or similar business environment