Service Desk Analyst

TL;DR

Service Desk Analyst (ITSM/ITIL): Providing first-line technical support and issue resolution for IT hardware, software, and network problems with an accent on maintaining high customer satisfaction and adherence to ITIL processes. Focus on diagnosing technical issues, managing incidents, and supporting users in a fast-paced environment.

Location: Manila, Philippines (Hybrid)

Company

hirify.global is part of the Web travel Group, focused on transforming hosted technology solutions to enterprise-scale on-demand services for the travel industry.

What you will do

• Serve as the first point of contact for IT support via phone, email, chat, or ticketing system.
• Log, prioritize, and manage incidents and service requests according to SLAs.
• Diagnose and resolve technical issues related to desktops, laptops, software, mobile devices, printers, applications, and networks.
• Install, configure, and maintain IT equipment and software.
• Provide user guidance and training on systems and applications, and maintain accurate documentation including Knowledge Base articles.
• Collaborate with other teams, such as network and infrastructure, to resolve complex technical issues.

Requirements

• Diploma or degree in IT, Computer Science, or a related field (or equivalent experience).
• 1–3 years of experience in a service desk or technical support role.
• Strong knowledge of Windows/Mac OS, Microsoft 365, basic networking, and Intune.
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk).
• Excellent communication and customer service skills.
• Strong problem-solving and time-management abilities.

Nice to have

• Additional certificates such as CompTIA A+ / Network+, ITIL Foundation, or Microsoft certificates.

Culture & Benefits

• Work within the Group Infrastructure Services division, responsible for operational and project delivery IT services.
• Operate in an ITIL house, using waterfall in principle with accelerated delivery where appropriate.
• Contribute to the transformation of small business hosted technology solutions to enterprise-scale on-demand services.
• Opportunity for teamwork, independent work, and creative problem-solving.