IT Support analyst - level iiArch Global Services
Workplace: MetroManila, Quezon, Manila
Salary: Agreement
Work form: Full time
Posting Date: 08/11/2025
Deadline: 10/11/2020
Overview
The Level 2 Service Desk Analyst is responsible for first response to support calls that are raised via the IT Service Desk. It will involve working with a user base in various departments in different time zones resolving issues logged relating to corporate systems.
The role will require understanding of system functionality and business processes to assist in resolving issues as they are logged. This role reports to the UK based IT Service Delivery team.
Responsibilities
The person in this position will triage, analyse, resolve and/or accurately reassign IT related problems and issues.
They will quickly escalate like issues reported by multiple users (high priority incident management)
This is a Customer Service role, and the position will often act as a liaison between IT and the business units.
They are required to provide timely status update on issues that they are working on back to the users.
This person needs to be team player, willing to learn and they should have a disposition that can deal with potentially frustrated clients in a positive and productive manner.
They need to have strong written and verbal English skills.
Issues will come to them via the Service Desk (JIRA). Issues will need to be kept updated.
Additional information will need to be retrieved from users and documented
Common issues and resolution steps will need to be documented in an on online wiki for use by other team members when similar issues occur
Qualifications
BS in Computer Science, Engineering, Mathematics, Economics, Information Management or Statistics
3 to 8 years working on a team supporting users with business applications and IT related matters.
They need to have sound administrative skills, so they can accurately document and track issues.
Insurance industry knowledge is a plus.
Excellent communication and interpersonal skills
This will be a Manila mid shift position, to support UK day shift hours.
Required Skills/Experience
Technical Skills
Proficiency Level
Required (R) /Optional (O)
Application Support
2
R
System Configuration Support
2
R
Desktop Support
2
R
MS Excel
2
R
Active Directory (AD)
2
R
Exchange/Outlook/Office 365
2
O
LAN/WAN Network Technologies
1
O
DNS/DHCP
1
O
Citrix
2
R
Microsoft Azure
2
R
Sharepoint
2
O
Remote Support (Log Me In 123/Team Viewer)
2
R
ITIL Certification
1
O
Education
BS in Computer Science, Engineering, Mathematics, Economics, Information Management or Statistics
Arch Global Services
The Level 2 Service Desk Analyst is responsible for first response to support calls that are raised via the IT Service Desk. It will involve working with a user base in various departments in different time zones resolving issues logged relating to corporate systems.
The role will require understanding of system functionality and business processes to assist in resolving issues as they are logged. This role reports to the UK based IT Service Delivery team.
Responsibilities
The person in this position will triage, analyse, resolve and/or accurately reassign IT related problems and issues.
They will quickly escalate like issues reported by multiple users (high priority incident management)
This is a Customer Service role, and the position will often act as a liaison between IT and the business units.
They are required to provide timely status update on issues that they are working on back to the users.
This person needs to be team player, willing to learn and they should have a disposition that can deal with potentially frustrated clients in a positive and productive manner.
They need to have strong written and verbal English skills.
Issues will come to them via the Service Desk (JIRA). Issues will need to be kept updated.
Additional information will need to be retrieved from users and documented
Common issues and resolution steps will need to be documented in an on online wiki for use by other team members when similar issues occur
Qualifications
BS in Computer Science, Engineering, Mathematics, Economics, Information Management or Statistics
3 to 8 years working on a team supporting users with business applications and IT related matters.
They need to have sound administrative skills, so they can accurately document and track issues.
Insurance industry knowledge is a plus.
Excellent communication and interpersonal skills
This will be a Manila mid shift position, to support UK day shift hours.
Required Skills/Experience
Technical Skills
Proficiency Level
Required (R) /Optional (O)
Application Support
2
R
System Configuration Support
2
R
Desktop Support
2
R
MS Excel
2
R
Active Directory (AD)
2
R
Exchange/Outlook/Office 365
2
O
LAN/WAN Network Technologies
1
O
DNS/DHCP
1
O
Citrix
2
R
Microsoft Azure
2
R
Sharepoint
2
O
Remote Support (Log Me In 123/Team Viewer)
2
R
ITIL Certification
1
O
Education
BS in Computer Science, Engineering, Mathematics, Economics, Information Management or Statistics
Arch Global Services
Other Info
Quezon City, Metro Manila
Permanent
Full-time
Permanent
Full-time
Submit profile
Arch Global Services
About the company
Position IT Support analyst - level ii recruited by the company Arch Global Services at MetroManila, Quezon, Quezon, Manila, Joboko automatically collects the salary of , finds more jobs on IT Support Analyst - Level II or Arch Global Services company in the links above