Service Desk Analyst I

Netrix Global

. Provide timely and accurate tier-one technical support through incoming call and email queues .

Posted 10/2/2026full-timeManila • PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing tier-one technical support, troubleshooting network issues, and maintaining system security. Proficient in using ITIL incident-management best practices and delivering exceptional customer service.

Highest-signal resume keywords

Tier-One Technical SupportITIL Incident-ManagementCompTIA A+ CertificationActive Directory KnowledgeMicrosoft Office 365 Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingNetwork Problem ResolutionUser Account ManagementEmail Account SetupBasic PC KnowledgeOperating Systems KnowledgeAnalytical SkillsProblem-Solving SkillsVPN ExperienceCitrix Experience

Soft Skills

Excellent Communication SkillsOrganizational SkillsTeam CollaborationCustomer Service Orientation

Tools & Technologies

Network Management SystemsKnowledge BaseMicrosoft ServersApple macOSIOS Support

Certifications & Qualifications

CompTIA A+CompTIA Network+Microsoft Certifications

Industry Keywords

Service DeskHelp DeskIncident ManagementSystem SecurityIdentity Verification

Tech Stack

Tools & technologies

CitrixiOSMacOS

About the role

Key responsibilities & impact

Provide timely and accurate tier-one technical support through incoming call and email queues
Monitor tickets generated by Network Management Systems for critical network problems, troubleshoot issues, and escalate to the appropriate provider
Monitor and enforce system security and identity-verification guidelines
Create client user accounts and access rights when applicable
Provide exceptional customer service and educate clients on system operations and applications
Research, resolve, and respond to incidents and requests using the Knowledge Base and incident-management standards
Troubleshoot basic and moderately complex user problems to ensure customer productivity
Manage open incidents by following up with support personnel and affected users
Provide onsite support at customer locations as required
Maintain knowledge of ITIL incident-management best practices
Participate in onboarding and training new employees
Write technical documentation for the Service Desk knowledge base
Participate in projects improving Service Desk quality and efficiency
Communicate problem trends and unresolved problems to Service Desk staff and management
Escalate issues using clients’ on-call processes when necessary
Monitor corporate email for maintenance, outage, and process updates
Work at least three holidays per year for customer-contact queue coverage
Use a personal mobile phone for MFA access to Netrix systems

Requirements

What you’ll need

College degree, technical school, or equivalent experience preferred
Excellent oral, organizational, and written communication skills
Minimum 1–3 years’ experience in a Help Desk/Service Desk or other IT role
Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts
Good analytical and problem-solving skills
Ability to work effectively with others to achieve team goals
CompTIA A+, Network+, Microsoft certifications, and other industry-standard certifications preferred
Experience setting up email accounts preferred
VPN and Citrix experience preferred
Knowledge of Active Directory, Microsoft Office 365, and Microsoft Servers
Knowledge of Apple macOS and iOS, including iPhone, MacBook, and iPad support
Ability to work shifts during US 1st and 2nd hours, ranging from 6am–9pm EST, all 7 days per week
Willingness to work at least three holidays per year
Must use a personal mobile phone with a US-compatible phone for MFA access to Netrix systems
May be required to complete a biometric background check based on customer requirements

Benefits

Comp & perks

Competitive compensation package
Comprehensive group benefits to meet the needs of you and your family
Flexibility
Time off when you need it
Casual work environment
Remote/home office option stated in the general company section, with some travel required