Offshore L1 Service Desk Analyst - MSP AU MSP Hybrid

Schedule: Monday to Friday (10am to 7pm PHT / 11am to 8pm PHT)

Role Overview

This role provides frontline service desk support within an MSP environment. The Service Desk Analyst is responsible for triage, standard service requests, and repeatable tasks, along with initial troubleshooting and information gathering before escalation for Incidents.

What will you do?

• Triage incoming incidents and service requests
• Fulfil standard L1 service requests and repeatable operational tasks
• Provide initial L1+ level troubleshooting
• Gather clear, structured information before escalating to senior teams
• Follow documented processes, knowledge articles, and runbooks
• Maintain accurate ticket notes and time recording
• Work closely with onshore teams to ensure smooth handover and continuity
• Incident triage
• L1 support
• Standard MSP service requests
• Initial fault isolation and diagnostics
• Escalation support
  
  

• Proven L1/L2 service desk experience
• Experience working in a Managed Service Provider (MSP) environment
• Proficiency with RMM (Remote Monitoring & Management) tools for monitoring, patching, and remote support
• Hands-on experience with backup and disaster recovery solutions (e.g., Veeam Backup)
• Strong working knowledge of Microsoft 365 / Office 365 (Outlook, Teams, SharePoint, OneDrive, admin features)
• Familiarity with ITSM / PSA platforms such as Halo (HaloPSA / HaloITSM) for ticketing and service management
• Understanding of ITIL framework with ITIL Foundation certification or equivalent knowledge
• Exposure to security or vulnerability management tools (e.g., Huntr / similar platforms)
• Experience supporting or managing Autodesk software for Architecture, Engineering & Construction (AEC) customers
• Strong customer-facing skills, handling both inbound support requests and outbound client communications
• Ability to provide clear technical support to non-technical users
• Strong documentation, ticket management, and SLA adherence skills
• Collaborative mindset with the ability to work across technical and customer service teams
• Experience supporting Windows, Microsoft 365, and end-user environments
• Strong troubleshooting fundamentals
• Ability to follow structured processes and workflows
• Clear written and verbal communication (English)
  
  

• Fully Remote Arrangement
• 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