BPO - Service Desk Analyst (Hybrid Setup)

Confidential

Paranaque City, National Capital Region, Philippines permanent

Posted: February 6, 2026

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Required Skills

Service Desk Support Technical Support Incident Management Ticketing Systems Customer Service Communication Skills Problem Solving Time Management ITIL Service Lifecycle

Job Description

About the Role

We are looking for a Service Desk Analyst to provide frontline technical support and ensure a positive end-user experience. This role is well-suited for individuals who are detail-oriented, customer-focused, and eager to build a career in IT service delivery.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems

• Log, categorize, prioritize, and resolve incidents and service requests within SLA

• Troubleshoot basic hardware, software, application, and connectivity issues

• Perform user account administration tasks such as password resets and access requests

• Escalate unresolved or complex issues to the appropriate support teams

• Maintain accurate and timely documentation in the ticketing system

• Follow IT service management processes and internal SOPs

• Deliver professional, courteous, and customer-focused support

Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent experience

• Entry-level to 2 years of experience in IT support or service desk roles

• Strong communication and customer service skills

• Basic knowledge of Windows/Mac OS and productivity tools

• Willingness to work in shifting schedules

• Preferred Skills

• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)

• Basic understanding of ITIL concepts

• Strong problem-solving and time management skills

• IT-related certifications are an advantage

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