IT Service Desk Analyst

TL;DR

IT Service Desk Analyst (ITSM): Delivering technical support and L1 incident management for global internal and external users with an accent on troubleshooting hardware, software, and network issues. Focus on maintaining ITIL-based processes, managing service requests, and ensuring high customer service standards.

Location: PHI - Manila (Onsite)

Company

hirify.global is a global insurance provider offering professional technical support services to its international user base.

What you will do

• Perform L1 incident management and service request handling across various communication channels.
• Troubleshoot end-user issues regarding software applications, hardware, network, and telecommunication systems.
• Analyze, document, and take ownership of technical issues to ensure resolution.
• Assist in the development and maintenance of incident and problem management processes.
• Evaluate operational risks and identify improvement opportunities within daily service delivery.
• Support global operations by working on a shifting schedule.

Requirements

• Prior experience in an IT Help Desk or Service Desk role.
• Tertiary degree or an equivalent combination of education and professional experience.
• Willingness to work on shifting schedules, including holidays and weekends.
• Experience in an ITIL-based environment is strongly preferred.

Nice to have

• Formal qualification in IT or Engineering.

Culture & Benefits

• Opportunity to work in a global corporate environment with international exposure.
• Structured professional environment governed by a global Code of Ethics and Conduct.
• Inclusive workplace committed to equal employment opportunity legislation.