Intermediate Service Desk Analyst (Mid/Night Shift)

TL;DR

Intermediate Service Desk Analyst (Mid/Night Shift): Providing technical support for business applications in a global cybersecurity platform with an accent on ticketing systems, ITIL processes, and issue resolution. Focus on handling mid/night shift queries, multitasking under pressure, and ensuring efficient service delivery.

Location: Bonifacio Global City, Taguig City, Philippines (hybrid model of 2-3 days a week in-hub)

Company

Global provider of an end-to-end cyber resilience platform with AI-powered capabilities for managing, securing, and recovering IT infrastructure.

What you will do

• Handle technical support tickets using JIRA or ServiceNow during mid/night shifts.
• Perform basic SQL scripting for troubleshooting and data queries.
• Apply ITIL framework for efficient incident management and resolution.
• Collaborate with global Business Applications team to resolve complex issues.
• Multitask and maintain attention to detail in a fast-paced environment.

Requirements

• Experience in technical support or similar role.
• Ability to work independently and in shifting schedules, including mid/night shifts.
• Excellent verbal and written communication skills.
• Degree in IT or related field, or equivalent experience.
• Basic SQL knowledge; familiarity with JIRA or ServiceNow.

Culture & Benefits

• Medical and dental insurance, pension with company contribution.
• Generous PTO, observed holidays, 2 paid volunteer days per year.
• Monthly allowances for internet, pantry, and de minimis.
• Employee Stock Purchase Program and custom learning opportunities.
• Hybrid working model with 2-3 days in-hub collaboration.
• Fun-raising and giving program initiatives.