Service Desk Analyst L1 AU Retail Office-based

Schedule: Monday to Friday (Flexible)

Work Arrangement: Office-based at Mega Tower, Mandaluyong

What are we looking for?

Skills Required

• 1.5+ years of experience in a service desk environment
• Knowledge of supporting Microsoft technologies, including MS Office suite, Exchange Office 365, and Windows 10
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices
• Exposure to Ticketing Tools and Active Directory
• Excellent technical and troubleshooting skills
• Exposure to ServiceNow, Salesforce, Share Point and Point of Sales (POS)
• Familiarity with ITIL Foundation
• Knowledge of the Retail Industry
  
  

• Provide first-level technical support within a Service Desk environment, ensuring all interactions are handled in a professional, courteous, and efficient manner in line with established procedures
• Troubleshoot and resolve mid-level technical issues using hands-on knowledge and experience
• Administer application deployments through authorized tools while ensuring licensing compliance and maintaining accurate asset inventories
• Take full ownership of incidents and service requests through to resolution, maintaining clear communication with users and collaborating with appropriate teams
• Perform intermediate system administration tasks, including VPN support and telephony/voicemail management, while addressing security concerns and assisting junior staff with security-related activities
• Identify, recommend, and coordinate hardware and peripheral upgrades, maintenance, and repairs
• Maintain data accuracy and quality within the incident management system, ensuring adherence to service standards and regulatory requirements
• Develop and keep documentation up to date for all processes within the assigned scope of responsibility
  
  

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA