IT Service Desk analystCardno
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 07/11/2025
Deadline: 10/04/2021
The Role
As an IT Service Desk Analyst, it will be your role as the primary point of contact to provide first-level technical support and incident management in an efficient, personal and professional manner. Support will cover a range of computer hardware and software, telephony systems, mobile devices, remote desktop environments and other ICT products, services, and solutions.
Job Description:
Key Tasks and Responsibilities
Monitor and respond quickly and effectively to Level 1 incidents and requests received via phone, email and the Self Service Portal.
Deliver relevant and correct technical support on a case-by-case basis.
Ensure proper recording, documentation, and tracking of incidents, requests, problems and changes in the designated ITSM system.
Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction.
Liaise with customers, provide feedback and follow queries through to resolution.
Perform Level 1 administration tasks such as Active Directory administration and support, or administration of other key business platforms.
Recommend procedure modifications or improvements.
Proactively preserve and improve your knowledge of IT Service Desk procedures.
Detect and report increasing trends, unusual activity or repeated activity.
Document and share processes and knowledge with peers, superiors, and customers.
Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
Qualifications
At least 2 years' prior experience in providing first-level remote IT support in a domain environment.
Familiarity with end-user support and Active Directory
Experience supporting Microsoft Windows 7/10 and Microsoft Office 365 Edition.
Wired and wireless network support and troubleshooting.
Diverse peripheral management and troubleshooting.
Understanding of a business' technical infrastructure from the firewall to desktop.
Previous experience supporting staff remotely via tools like TeamViewer, VNC, BOMGAR, etc.
Knowledge of or certification in the ITIL framework is highly desirable.
Excellent verbal and written communication skills.
Cardno does not accept unsolicited resumes from any 3rd party agencies. No fee will be paid to 3rd parties who submit unsolicited resumes to any Cardno employee. Resumes from approved vendors must be specifically requested by Cardno and approved by the Cardno Talent Acquisition Team.
Cardno
As an IT Service Desk Analyst, it will be your role as the primary point of contact to provide first-level technical support and incident management in an efficient, personal and professional manner. Support will cover a range of computer hardware and software, telephony systems, mobile devices, remote desktop environments and other ICT products, services, and solutions.
Job Description:
Key Tasks and Responsibilities
Monitor and respond quickly and effectively to Level 1 incidents and requests received via phone, email and the Self Service Portal.
Deliver relevant and correct technical support on a case-by-case basis.
Ensure proper recording, documentation, and tracking of incidents, requests, problems and changes in the designated ITSM system.
Properly prioritize and escalate unresolved queries as required to ensure customer satisfaction.
Liaise with customers, provide feedback and follow queries through to resolution.
Perform Level 1 administration tasks such as Active Directory administration and support, or administration of other key business platforms.
Recommend procedure modifications or improvements.
Proactively preserve and improve your knowledge of IT Service Desk procedures.
Detect and report increasing trends, unusual activity or repeated activity.
Document and share processes and knowledge with peers, superiors, and customers.
Assist other teams to initiate, design and manage effective support solutions as determined by our business needs.
Qualifications
At least 2 years' prior experience in providing first-level remote IT support in a domain environment.
Familiarity with end-user support and Active Directory
Experience supporting Microsoft Windows 7/10 and Microsoft Office 365 Edition.
Wired and wireless network support and troubleshooting.
Diverse peripheral management and troubleshooting.
Understanding of a business' technical infrastructure from the firewall to desktop.
Previous experience supporting staff remotely via tools like TeamViewer, VNC, BOMGAR, etc.
Knowledge of or certification in the ITIL framework is highly desirable.
Excellent verbal and written communication skills.
Cardno does not accept unsolicited resumes from any 3rd party agencies. No fee will be paid to 3rd parties who submit unsolicited resumes to any Cardno employee. Resumes from approved vendors must be specifically requested by Cardno and approved by the Cardno Talent Acquisition Team.
Cardno
Other Info
Manila City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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