Service Desk Analyst - Level II
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Before you apply
LocationPHL-Manila
Typefull-time
SeniorityMid
DepartmentService Desk
Company size10,000+ people
PostedSep 23, 2026 · 1mo ago
Verified live4d ago
At a glanceSummarised by Seekless from the posting.
MS Office (Word, Excel, PowerPoint, Access)
Office365
Microsoft Exchange and Outlook
Microsoft Windows 7/Windows 10
Active Directory
Hardware Troubleshooting
Basic Network Troubleshooting
SCCM/Intune
BS in IT or any related field
Excellent Customer Service Skills
Experience with Virtual Machines and Citrix
Knowledgeable in Windows7/10
Strong analytical skills, spreadsheet skills, and business problem solving skills
Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
Basic understanding of IT and insurance terminology preferred
Ability to work well independently and as part of a team
Skills
MS Office
Office365
Microsoft Exchange
Microsoft Outlook
Microsoft Windows 7
Microsoft Windows 10
Active Directory
SCCM
Intune
Virtual Machines
Citrix
About the company
With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.
About the role
The Service Desk Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems. This is a Night Shift role.
Responsibilities
•
Act as the single point of contact (SPOC**)** for IT support.
•
Log, track, and resolve incidents and service requests.
•
Restore service as quickly as possible within SLA targets.
•
Deliver professional, customer-focused support.
•
Protect confidential information and maintaining security standards.
•
Drive continuous service improvement.
•
Assist with Ad Hoc projects and backup support for the support team
Required Skills/Experience
•
MS Office (Word, Excel, PowerPoint, Access)
•
Office365
•
Microsoft Exchange and Outlook
•
Microsoft Windows 7/Windows 10
•
Active Directory
•
Hardware Troubleshooting
•
Basic Network Troubleshooting
•
SCCM/Intune
Desired Skills/Experience
•
Excellent Customer Service Skills
•
Experience with Virtual Machines and Citrix
•
Knowledgeable in Windows7/10
•
Strong analytical skills, spreadsheet skills, and business problem solving skills
•
Excellent verbal and written communication skills, organizational skills, detail-oriented, and efficient documentation skills
•
Basic understanding of IT and insurance terminology preferred
•
Ability to work well independently and as part of a team
Education
•
BS in IT or any related field
Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.
10400 Arch Global Services (Philippines) Inc.
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