Service Desk Analyst

About the Role

The Service Desk Analyst role is part of the Information Technology organization for a global IT solutions enterprise, serving as a dedicated support partner for internal end-users regionally and across the globe. This role operates on a night shift schedule supporting the US time zone, following a hybrid model requiring on-site presence in the Manila office for at least two days per week, with a targeted start date in late January.

This position is responsible for ensuring company systems’ hardware, operating systems, and related technical procedures adhere to organizational standards, enabling staff to operate smoothly and in an agile manner. Strong communication, analytical troubleshooting, and customer service skills are essential to success in this role.

The ideal candidate is proactive, adaptable, and technically adept, with the ability to manage daily technical requests, user access and password management, and end-to-end hardware asset tracking.

Key Responsibilities

• Respond to incoming technical support requests via instant messaging (IMs) and ServiceNow tickets.
  

• Manage an expected daily workload averaging approximately 10 tickets per day.
  

• Log, track, and update incidents within ServiceNow, monitoring personal ticket queues daily to ensure proactive follow-up and resolution.
  

• Route and escalate unresolved or complex incidents to appropriate specialized teams across the IT organization.
  

Technical Support & Troubleshooting

• Provide 1st and 2nd level incident resolution, handling both standard desktop troubleshooting and more complex technical challenges.
  

• Resolve common daily technical issues, including Microsoft Office applications, access permissions, login failures, and password resets.
  

• Provide hardware and software technical support across Apple and Windows operating systems.
  

• Leverage internal knowledge bases and external technical resources to diagnose and resolve user issues efficiently.
  

Hardware & Asset Lifecycle Management

• Manage and maintain accurate hardware inventory tracking through ServiceNow.
  

• Assist with the physical delivery, installation, and configuration of new or reallocated equipment.
  

• Handle equipment recovery processes and coordinate the proper recycling and disposal/retirement of legacy assets.
  

• Support local IT teams with on-site hardware and office workspace setup needs during scheduled office days.
  

Cross-Functional & Vendor Coordination

• Coordinate with international IT teams across different global sites to communicate support requirements and handoffs.
  

• Liaise with equipment manufacturers and vendors regarding warranty repairs and servicing.
  

• Establish and maintain positive working relationships with third-party vendors.
  

• Research, identify, and recommend automated and innovative approaches to improve routine administration workflows.
  

Requirements Qualifications

• 2+ years of experience in an IT Help Desk or Service Desk environment, or equivalent training and education.
  

• Strong functional knowledge of Windows and Apple Operating Systems, as well as Microsoft Office and Microsoft 365.
  

• Proven experience utilizing ServiceNow for incident logging, queue monitoring, and asset tracking.
  

• Practical experience managing user accounts and access; experience with Okta is preferred.
  

• Hands-on experience with physical hardware asset management, including tracking, handling, and asset disposal.
  

• Candidates with strong ServiceNow and Microsoft 365 skills who have not worked with WorkspaceOne or Oracle are still encouraged to apply.
  

• Prior exposure to tools such as Salesforce, WebEx, Active Directory, Exchange, SharePoint, or Oracle is a plus.
  

• Relevant industry certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician, or ITIL) are preferred.
  

• Ability and willingness to work a permanent night shift (US time zone support) and work on-site in Manila at least 2 days per week.
  

Key Competencies

• Customer-Focused: Demonstrates a strong dedication to delivering responsive, high-quality technical support with professionalism and empathy.
  

• Problem Solver: Exercises sound analytical judgment to troubleshoot 1st and 2nd level technical issues from basic password resets to complex endpoint problems.
  

• Adaptable: Able to prioritize workloads effectively and navigate a fast-paced, evolving technical environment.
  

• Organized: Highly methodical with queue management, documentation accuracy, and tracking physical inventory.
  

• Collaborative: Communicates clearly and works well alongside local peers, cross-functional teams, international offices, and external vendors.
  

• Continuous Learner: Shows strong self-motivation, technical aptitude, and enthusiasm for adopting new tools, workflows, and automated practices.