Service Desk Analyst
Mandaluyong, Metro Manila, Philippines
5d ago


The role of the IT Service Desk Analyst is to provide effective support for all IT related incidents and services requests to Symal staff.

The Service Desk Team will work closely with the Service Desk Team Lead to ensure all incidents and service requests are prioritized, assigned and resolved within agreed SLAs to deliver a high level of customer service to the organisation.

Responsibilities :

  • Review and complete service requests and incidents in a timely and efficient manner in line with relevant SLAs
  • Document and maintain Service Desk processes and procedures as needed.

  • Good understanding of Office 365 (SharePoint, Hosted email and all MS products)
  • End user device support including Laptops, Desktops, Mobile phones, Printers, etc.
  • Device hardening, SOE creation and deployment
  • User onboarding and offboarding
  • Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques.
  • Experience of developing professional and effective working relationships with other departments and key stakeholders
  • Requirements

  • A minimum of 3 years working in a Service Desk technical environment.
  • A minimum of 1 year supporting an environment with 500+ end users.
  • Prior experience supporting Australian users
  • Knowledge of Active Directory and Group Policy
  • Experience using ServiceNow or similar ITSM ticketing systems.
  • Demonstrate understanding of ITIL processes preferably ITIL certified.
  • Experience with remote monitoring and management (RMM) tools a plus.
  • Experience within construction industry a plus.
  • BA qualification or equivalent in IT a plus
  • HMO on Day 1

  • Temporary Work from Home Set Up
  • Paid Time-Off
  • Quarterly Sick-Leave conversion
  • Paid Government-Mandated Benefits (SSS, PHIC, Pag-IBIG)
  • Equipment provided
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