Job title: Service Desk Analyst
Job type: Full-Time
Emp type: Full-time
Industry: Business Process Outsourcing (BPO)
Functional Expertise: Information Technology & Telecommunications
Skills: IT support
Location: Pasig City
Job published: 2026-10-05
Job ID: 53940

Job Description

KEY RESPONSIBILITIES

You will:

  • Support complex incidents and platform-level issues, including contact center and chatbot technologies.
  • Handle escalations, troubleshooting, configuration/support of virtual agents, and more advanced ServiceNow and AWS Connect-related work.

QUALIFICATIONS:

  • 8–10 years relevant Service Desk / IT support experience.
  • Strong communication.
  • ITIL training/background.
  • Experience with Microsoft 365, ServiceNow ITSM, remote support tools, Windows/Mac/VPN troubleshooting, knowledge bases, and software troubleshooting.
  • Specifically requires AWS Connect instance support plus ServiceNow Virtual Agent / Now Assist / chatbot development or support experience.

Work Schedule: Shifting Schedule (24/7 operations; final schedule to be confirmed) 

Work Set-up: Full-onsite, Ortigas, Pasig