Service Desk Analyst II

Responsibilities

• Provide advanced IT support and troubleshooting for end-users
• Handle escalated incidents and service requests via phone, email, or ticketing system
• Mentor and support junior Service Desk Analysts
• Document issues, resolutions, and knowledge base articles accurately
• Ensure timely escalation to higher-level teams when required
• Deliver excellent customer service with clear and professional communication
• Support operations on shifting schedules, including weekends and holidays as needed

Qualifications

• At least 2–3 years of IT/helpdesk/service desk experience
• Strong troubleshooting and problem‑solving skills
• Good to excellent communication skills (verbal and written)
• Experience with ticketing tools and IT support processes (ITIL knowledge is a plus)
• Willing to work onsite in Makati, Taguig, or Pasig