IT Service Desk Analyst L1

Summary

The job is for a Service Desk Support role in a growing Australian retail pharmacy group operating in the Philippines. The role requires 1.5+ years of experience in a service desk environment, knowledge of Microsoft technologies, networking issues, ticketing tools, and Active Directory. Additional skills such as exposure to Servicenow, Salesforce, Share Point, POS, ITIL Foundation, and knowledge of the Retail Industry are beneficial but not mandatory. The role offers benefits including medical, dental, life insurance, paid vacation and sick leave, financial assistance program, 13th month pay, office fitness and wellness facilities, company events, career growth opportunities, and a location in Metro Manila.

Requirements

• 1.5+ years of experience in a service desk environment
• Knowledge of supporting Microsoft technologies, including MS Office suite, Exchange Office 365, and Windows 10
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices
• Exposure to Ticketing Tools and Active Directory
• Excellent technical and troubleshooting skills

Responsibilities

• Delivering first level support in a Service Desk environment. Handle calls professionally, courteously, and effectively, adhering to standard procedures
• Address intermediate technical issues based on experience and expertise
• Manage application deployment using approved software tools. Ensure strict compliance with licensing and maintain accurate inventory records
• Own incidents and requests until resolution, keeping customers informed and collaborating with relevant teams for solutions
• Handle intermediate-level administration for all systems, including VPN support and phone/voicemail management. Address information security threats and guide junior staff in security administration across various platforms
• Recommend and schedule hardware and peripheral improvements, upgrades, and repairs
• Ensure hygiene of incidents and requests in the organization’s incident management system, adhering to all quality and regulatory standards
• Ensure all relevant processes within the responsibility area are well-documented and current

Preferred Qualifications

• Exposure to Servicenow, Salesforce, Share Point and Point of Sales (POS)
• Familiarity with ITIL Foundation
• Knowledge of the Retail Industry

Benefits

• Medical, Dental Coverage, and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA