BPO - After-Hours Service Desk Analyst (Hybrid Setup)

Confidential

Paranaque City, National Capital Region, Philippines permanent

Posted: February 27, 2026

Quick Summary

An After-Hours Service Desk Analyst is a key member of our team, responsible for providing top-notch support to our customers, and ensuring that our customers receive the level of service that they expect. This role requires a calm and composed individual who thrives in a fast-paced environment and can work effectively in a hybrid setup. Strong problem-solving skills and excellent communication skills are also essential.

Job Description

Ever been the calm in the chaos when everything decides to break at 2 a.m.? While the rest of the world is asleep (or deep into their “just one more episode” binge), you’re the hero answering the call.

Unity Communications is looking for an After-Hours Service Desk Analyst who thrives when it’s quiet, moves fast when it’s not, and treats every P1 like it’s the season finale. If you’ve mastered the art of staying cool under pressure, documenting like a pro, and making live escalation calls without breaking a sweat, this might be your next night shift glow-up.

Apply today!

How You Spend Your Eight Hours

• Answer incoming after-hours calls and verify caller identity

• Log all calls and requests in Ivanti with complete documentation

• Determine whether issues can wait until business hours and document accordingly

• Review and validate email-created tickets; contact users for missing details

• Classify incidents (P1 to P5) and take appropriate action

• Escalate P1/P2 incidents immediately to on-call Level 2 support

• Route P3–P5 incidents to the Local Service Desk queue with clear notes

• Perform approved Active Directory password resets and account unlocks

• Verify user identity and follow password complexity/security requirements

• Support portal and VM access following defined procedures

• Conduct live escalation calls when urgent issues cannot wait

• Document all escalation attempts, timestamps, and outcomes

• Escalate sequentially when needed (On-Call → Supervisor → Manager)

• Monitor ticket progress and maintain ownership tracking

• Send an end-of-shift recap for escalated incidents

What You Must Possess

• At least a year of service desk, IT support, MSP, or NOC experience

• Strong incident triage and ticket documentation skills

• Ability to accurately assign priority levels (P1 to P5)

• Working knowledge of Active Directory (password resets, unlocks, identity verification)

• Strong phone-based support and live escalation skills

• Understanding of access management and security best practices

• Ability to follow structured procedures under time pressure

• Strong independent decision-making skills

• Availability for evenings, nights, weekends, and holidays

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Full-time position

• Monday to Friday, night shift

• Hybrid work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

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