Senior Service Desk Analyst

Level: Supervisory

Employment Type: Full-time, Permanent

Location: Mandaluyong

Schedule: Monday to Friday

Job Summary:

This role is responsible for overseeing the daily operations of the IT service desk, ensuring the efficient and effective resolution of user requests, incidents, and problems.

Duties & Responsibilities

Incident Service Desk Operations Management

• Lead and manage the service desk team to ensure prompt and high-quality IT support services.
• Monitor and maintain ticketing systems, ensuring incidents, service requests, and problems are logged, prioritized, and resolved in accordance with SLAs.
• Define, implement, and enforce service desk policies and standard operating procedures (SOPs) to optimize efficiency and service quality.
• Ensure seamless collaboration between service desk, technical support, infrastructure, and applicati...