Service Desk Analyst

As a Service Desk Analyst, you will provide first-level support for end-user technical issues. This role involves logging and prioritizing support tickets, troubleshooting problems, and ensuring a positive user experience.

• Provide first-level support for end-user technical issues via phone, email, or chat.
• Log and prioritize support tickets, ensuring timely resolution.
• Troubleshoot hardware and software problems and escalate as needed.
• Assist with user account management and access control.
• Document support activities and resolutions in a knowledge base.
• Collaborate with other IT teams to resolve complex issues.
• Provide excellent customer service and maintain a positive user experience.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 3 years of experience in IT support or service desk roles.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Familiarity with ITIL processes and service management tools.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Basic knowledge of networking, operating systems, and hardware components.
• Relevant certifications (e.g., ITIL) are advantageous

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.