Service Desk Analyst

I. PURPOSE 
The Service Desk analyst is the point of contact for reporting IT related incidents and requests. Using a ticketing 
system and other tools, employee concerns are logged, monitored and pursued to a satisfactory conclusion 
within the prescribed service level agreements. 
II. DUTIES AND RESPONSIBILITIES 
• Receive, respond, log/ticket, and triage reported incidents and service requests coming from different 
channels (phone, email, messaging and other means) 
• Conduct initial troubleshooting, investigation and resolution, referring to support knowledge base and 
redirecting to self-service facilities as appropriate 
• Escalate issues and requests to designated resolvers, providing initial information, monitoring to 
completion and providing regular updates 
• Ensure compliance to service level agreements 
• For systems changes, disruptions and general dissemination of information, be able to send appropriate 
advisories, including coordination with other stakeholders 
• Participate in information security, data privacy, business continuity and other compliance and 
operational audit activities 
• Prepare reports, as required 
• Monitor idle IT assets and coordinate defective units with vendors for diagnosis and repair. 
• Maintain and contribute to improvement of records, policies, procedure documents and user guides, 
knowledge base and other information repositories -- keeping information, accurate and secured 
• Participate in customer education, including preparation of suitable training materials 
• Comply with the organization's Information Security and Management System (ISMS), Quality 
Management System (QMS), Data Privacy and other regulatory requirements 
• Work with other members of the CIT Group and external partners to assess and improve processes, 
systems and tools 
III. QUALIFICATIONS 
A. Minimum Education 
• Bachelor’s degree in Information Technology, Computer Science, or a related field. 
B. Minimum Experience/Training 
• At least 1 year/s of experience in IT support, helpdesk, or service desk operations. 
• Basic knowledge of IT troubleshooting, network troubleshooting, Windows/macOS systems, and Microsoft 
Office. 
• Familiarity with incident/request management, Active Directory, and ticketing tools. 
• Strong communication skills for interacting with end-users and escalating issues appropriately. 
C. Location Requirement 
• Applicant must reside within Metro Manila, preferably Makati or Taguig. 
IV. WORKING CONDITIONS 
• Can handle multiple tasks and work well under pressure 
• Can work onsite in Makati 
• Must be willing to work on-call and on extended hours