Service Desk Analyst

Work Setup: Hybrid(1x onsite, 4x WFH)Work Location: Makati and TaguigResponsibilities:• Act as the first point of contact for technical support via web portal, email, or phone• Perform remote troubleshooting and initial triage• Identify and apply the best solutions or escalate issues as needed• Ensure proper ticket management, including documentation, clear handovers, and resolution notes• Provide Level 1 support, including basic Microsoft 365, Azure, Citrix, and other applications• Conduct daily system health checks, log and respond to findings, and escalate where necessary• Follow existing processes and documented procedures consistently• Create and maintain knowledge articles and solutions• Relay client feedback to internal teams to help enhance service efficiency• Identify and suggest process improvements• Complete assigned tasks on time while maintaining quality and accuracyRequirements:● 1–2 years of experience in a Helpdesk or Service Desk rolePreferably with background working in Managed Services industry● Basic knowledge of M365/Entra ID● Strong written and verbal communication skills in English● Willingness to work on a shifting schedule – must be amenable to a 24x7 work environment, including weekends and holidays● Basic administration skills in Microsoft 365 and Active Directory ID management