Service Desk Analyst L1

🌟 We're Hiring: Service Desk Analyst L1! 🌟

As a Service Desk Analyst, you will be the first point of contact for global clients seeking technicalassistanceand security monitoring support. This role focuses on basic IT troubleshooting, foundational security event triage, Microsoft 365 administration, and exceptional customer service. You will log incoming requests, resolve standard L1 tickets using established SOPs, triageinitialsecurity alerts, and cleanly escalate complex technical or security issues to higher-level support teams when necessary.

📍 Location: Ortigas Center, Philippines
⏰ Work Mode: Work from Office
💼 Role: Service Desk Analyst L1

Core Responsibilities:

• First-Line Technical Support: Serve as the primary contact for incoming technical issues, providing basic troubleshooting for hardware, software, user accounts, and network connectivity.

• SOC Alert Triage: Perform initial triage of incoming security operations center (SOC) alerts and telemetry anomalies, applying standard containment guidelines orimmediatelyescalating potential security incidents to L2 security teams.

• Microsoft 365 Administration & Troubleshooting: Manage user accounts, licenses, mailbox permissions, and common configuration issues across the Microsoft 365 ecosystem.

• Ticket Logging & Triage:Log forall user inquiries, security alerts, incidents, and service requests in the ticketing system. Ensureaccuratedocumentation, categorize severity, and adhere to Service Level Agreements (SLAs).

• Standard Operating Procedures (SOPs): Follow documented scripts, knowledge base articles, and standard workflows to execute basic fixes (e.g., password resets, M365 provisioning, software installations, and peripheral setups).

• Issue Escalation:Identifytechnical or security issues exceeding L1 scope or resolution time limits and cleanly escalate them to L2/L3 or specialized security teams with comprehensive diagnostic notes.

• Customer Interaction:Maintainclear, professional, and friendly communication with clients, offeringtimelystatus updates and ensuring high customer satisfaction.

• Documentation & Knowledge Base: Contribute to frontline knowledge base articles and troubleshooting guides based on recurring end-user queries and security triage steps.

Skills and Requirements

• Bachelor’s degree or diploma inInformation Technology, Computer Science, or a related field, or equivalent relevant experience.

• Minimum3years of experiencein IT Support, Service Desk, or Helpdesk roles.

• Working knowledge ofWindows, Mac, and Microsoft 365administration and troubleshooting.

• Basic understanding ofnetworking, including Wi-Fi, VPN, and common connectivity issues.

• Foundational knowledge ofsecurity concepts and security alert triage.

• Familiarity withticketing systems, SLAs, and IT support processes.

• Ability to follow SOPs, troubleshoot standard issues, document resolutions, and escalate appropriately.

• Strongverbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.

• Strongcustomer service orientation, patience, and professionalism when supporting global users.

• Goodproblem-solving, multitasking, and prioritization skillsin a fast-paced environment.

• Comfortable working withestablished processes and escalation protocols.

• Preferred

• CompTIA A+, foundational security certification, or equivalent ITcredentials.

• Experience in aSOC, security operations, or security alert triageenvironment.

• Experience supportingglobal usersor working in a managed services environment.

Keen to grow your career with us? 🚀 Apply now and be part of our dynamic team!