job description
Are you looking to kickstart or advance your IT career with a dynamic and growing technology solutions provider? APWTech is seeking a motivated, tech-savvy, and detail-oriented Service Desk Analyst to join our technical support operations in Laguna. This is a full-time, high-impact onsite contract role designed for professionals who thrive in fast-paced technical environments and enjoy delivering top-tier support.
As a Service Desk Analyst, you will serve as the primary point of contact for end-users facing technical challenges. You will handle incident logging, initial troubleshooting, and system monitoring to ensure optimal operational efficiency. To set you up for absolute success, APWTech provides an intensive, comprehensive training program at our facility in Eastwood. Upon successful completion of this training, you will be deployed to our Laguna location, transition to a dynamic shifting schedule, and begin managing hands-on IT support activities.
This position is ideal for aspiring IT professionals eager to deepen their technical troubleshooting skills, learn enterprise-level systems, and build a solid foundation in IT Service Management (ITSM). If you are passionate about technology, possess strong communication skills, and are ready to take the next step in your IT career, we want to hear from you!
Responsibility
- Provide first-level technical support and incident management for hardware, software, and network-related issues.
- Monitor enterprise IT infrastructure, servers, and alerts to identify and resolve potential outages proactively.
- Log, categorize, and track all service desk tickets in the ITSM tool, ensuring accurate and comprehensive documentation.
- Perform remote troubleshooting and guide users through detailed steps to resolve OS, connectivity, and hardware issues.
- Escalate complex technical matters to tier-2 or tier-3 support teams while maintaining ownership of customer communications.
- Assist in user administration tasks, including Active Directory password resets, account unlocks, and basic permission configuration.
- Ensure adherence to strictly defined Service Level Agreements (SLAs) and key performance metrics.
Qualifications
- Bachelor's degree or Associate degree in Information Technology, Computer Science, or a related field (equivalent experience considered).
- At least 6 months to 1 year of experience in an IT Helpdesk, Technical Support, or Service Desk role is preferred, but promising fresh graduates are welcome.
- Basic familiarity with the ITIL framework, ticketing systems, Windows OS, and Microsoft 365 environment.
- Strong analytical, logical, and technical troubleshooting skills.
- Excellent verbal and written English communication skills for customer-centric technical delivery.
- Willingness to complete the mandatory initial training program in Eastwood, Quezon City.
- Fully amenable to deploying to Laguna and working on a rotating shifting schedule (including night, weekend, and holiday shifts).