Service Desk Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the initial contact for end-user IT support inquiries through the ticketing system, email, chat, or other authorized intake methods.

• Record, classify, prioritize, and update incidents and service requests in line with established ITSM protocols.

• Address common Tier 1 support challenges related to user access, passwords, MFA, Microsoft 365, standard business applications, web browsers, printers, VPN, and basic workstation troubleshooting.

• Appropriately escalate issues to infrastructure, cybersecurity, enterprise platforms, vendors, or other IT teams with comprehensive and accurate ticket documentation.

• Maintain effective communication with end users regarding the status of issues, the next steps, and anticipated resolution timelines.

• Assist with onboarding, offboarding, and employee access modification tasks following documented procedures.

• Contribute to the development of knowledge base articles, support documentation, and standard operating procedures.

• Help uphold queue discipline by ensuring tickets are updated, correctly assigned, and not left unresolved without action.

• Identify recurring issues and escalate trends or process deficiencies to the Senior Service Desk Analyst.

• Ensure compliance with service levels, support standards, and front-door intake protocols.

⛳️ Requirements

• A minimum of 2 years of experience in a structured IT support, help desk, or service desk position.

• Familiarity with an ITSM or ticketing platform such as Freshservice, ServiceNow, Jira Service Management, or similar tools.

• Excellent written and verbal communication skills in English.

• Experience providing support to U.S.-based users or distributed teams is preferred.

• Strong customer service focus and a professional communication style.

• Capability to adhere to defined processes while working independently in a fast-paced support environment.

• Availability to work scheduled hours aligned with U.S. Central Time.

🏝️ Benefits

• Health insurance.

• Opportunities for professional development.

• Options for remote work.