Service Desk Analyst

VBP

. Act as the first point of contact for end-user support via phone, email, Microsoft Teams, and the ITSM ticketing system .

Posted 9/21/2026full-timeCebu City • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in first-level technical support, particularly for Windows devices and Microsoft 365 applications, while ensuring high-quality customer service and adherence to service level agreements. Proficient in user account management, incident logging, and remote endpoint support using industry-standard tools.

Highest-signal resume keywords

First-Level Technical SupportWindows Device SupportMicrosoft 365 AdministrationDatto RMM ExperienceAutotask and IT Glue Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User Account ProvisioningPassword ResetsDevice/Application SupportEndpoint Health MonitoringIncident Logging and Categorization

Soft Skills

Customer ServiceClear CommunicationProblem-Solving

Tools & Technologies

Microsoft TeamsOutlookOneDrivePrintersITSM Ticketing System

Industry Keywords

MSP CustomersService Desk ProcessesSLAsMicrosoft Entra ID Administration

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Act as the first point of contact for end-user support via phone, email, Microsoft Teams, and the ITSM ticketing system
Log, categorize, prioritize, and triage incidents and service requests according to service desk processes
Resolve common issues across Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications
Provide remote endpoint support using Datto RMM
Log, update, and close tickets in Autotask and maintain documentation in IT Glue
Provision user accounts, perform password resets, manage Microsoft 365 access, and provide basic device and application support
Create, modify, and disable user accounts, including basic Microsoft Entra ID administration
Provision, set up, and decommission end-user devices for onboarding and offboarding
Monitor endpoint health, backup alerts, and system notifications, escalating issues when required
Escalate complex or unresolved issues to L2 support with clear handover and documentation
Deliver high-quality customer service while meeting established SLAs

Requirements

What you’ll need

First-level technical support experience or knowledge for MSP customers
Ability to support Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications
Experience with Datto RMM
Experience with Autotask and IT Glue
Knowledge of user account provisioning, password resets, Microsoft 365 access, and device/application support
Basic Microsoft Entra ID administration skills
Ability to provision, set up, and decommission end-user devices
Ability to monitor endpoint health, backup alerts, and system notifications
Ability to escalate complex issues to L2 support with clear handover and documentation
Ability to work the fixed Monday–Friday, 7 AM–4 PM schedule

Benefits

Comp & perks

500K per incident HMO coverage + Dental & Optical benefits
2-week paid Christmas vacation
Electricity & Data subsidies
25K Educational Assistance
Training and equipment will be provided
Fixed Schedule of Mon-Fri from 7 AM to 4 PM