Service Desk

Job Title: IT Service Desk Analyst – Level 1.5
Location: Las Piñas City

Job Summary:

The IT Service Desk Engineer – Level 1.5 provides technical support beyond basic Level 1 troubleshooting by handling more complex IT incidents, service requests, and application-related issues. The role involves diagnosing and resolving hardware, software, network, and system issues, escalating unresolved concerns to Level 2 or specialized teams, and ensuring timely service delivery in accordance with company policies and service level agreements (SLAs).

Key Responsibilities:

  • Provide Level 1.5 technical support for hardware, software, operating systems, applications, and basic network connectivity issues.
  • Troubleshoot and resolve incidents that require further investigation beyond initial Level 1 support.
  • Support end users with Microsoft 365 applications, email configuration, user accounts, password resets, and access permissions.
  • Perform basic Active Directory or Microsoft Entra ID administration, including account management and access troubleshooting.
  • Diagnose application-related issues, system errors, and endpoint performance problems.
  • Install, configure, update, and maintain workstations, laptops, printers, and other IT equipment.
  • Monitor, manage, and update incidents and service requests through the IT service management or ticketing system.
  • Document troubleshooting steps, resolutions, and recurring technical issues in the knowledge base.
  • Escalate complex or unresolved incidents to Level 2 support, infrastructure teams, or application specialists as needed.
  • Coordinate with internal IT teams and third-party vendors to resolve technical issues within agreed SLAs.
  • Assist in IT asset inventory, endpoint monitoring, software deployment, and routine maintenance activities.
  • Follow established IT security policies, access control procedures, and incident management processes.
  • Support compliance requirements, including SOX IT controls and audit documentation, where applicable.
  • Provide professional and timely communication to end users regarding incident status, resolutions, and service requests.

Required Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field, or equivalent practical experience.
  • At least 1–3 years of experience in IT support, service desk, or technical support roles.
  • Experience handling Level 1 and Level 1.5 technical support incidents.
  • Working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking concepts.
  • Familiarity with IT service management tools, ticketing systems, and incident management processes.
  • Basic knowledge of hardware troubleshooting, software installation, endpoint configuration, and user access management.
  • Understanding of IT security best practices, access controls, and data protection.
  • Strong troubleshooting, analytical, communication, and customer service skills.
  • Ability to prioritize tickets, manage multiple requests, and meet established SLAs.