ITOPSHSDP2
Helpdesk - Service Desk Analyst
Eligibility Guidelines (iAspire)
6 months or more tenure in current position
GCA level no more than 2 levels above current role
UPDATE HERE: Working remotely in Philippines
Performance of associates: no corrective actions, meets or exceeds full satisfaction on most recent check-in from all other employees
What You’ll Do
We are hiring a Help Desk Support Analyst to serve as a first and second line of support for our global workforce. Working entirely within Jira Service Management, you will receive, triage, and resolve incidents and service requests while consistently meeting defined response and resolution SLAs. This is a hands-on, ticket-driven role for someone who is organized, customer-focused, and thrives in a metrics-oriented environment. You will be part of a distributed team that keeps employees productive by resolving issues quickly and escalating cleanly when needed.
During a Typical Day, You’ll
• Serve as the primary point of contact for end users submitting IT issues and requests through the Jira Service Management portal, email, and chat.
• Triage, categorize, prioritize, and log all incoming tickets in Jira with accurate detail, correct queues, and appropriate priority levels.
• Resolve Tier 1 issues at first contact where possible: password resets, account unlocks, MFA and SSO issues, software installs, hardware/peripheral troubleshooting, connectivity, and access requests.
• Handle Tier 2 escalations such as deeper application troubleshooting, configuration issues, and problems requiring investigation before hand-off to specialist teams.
• Own each ticket through its full lifecycle — acknowledgement, updates, resolution, and closure — keeping the requester informed at every stage.
• Meet or exceed all Service Level Agreements (SLAs) for first response, ongoing updates, and resolution; proactively act on tickets approaching SLA breach.
• Escalate to Tier 3 / specialist teams promptly and with complete documentation when an issue is outside your scope, ensuring no loss of context.
• Follow documented runbooks, knowledge base articles, and standard operating procedures; contribute new or updated KB articles for recurring issues.
• Identify recurring problems and trends and flag them to the team for problem management.
• Maintain clear, professional, and empathetic communication with users across time zones and technical skill levels.
What You Bring to the Role
• 1–3 years of experience in an IT help desk, service desk, or technical support role.
• Hands-on experience working tickets in Jira Service Management (or a comparable ITSM tool such as ServiceNow, Zendesk, or Freshservice) in an SLA-driven environment.
• Solid working knowledge of Windows and/or macOS, common business applications, and Microsoft 365 or Google Workspace.
• Familiarity with account administration concepts — Active Directory / Azure AD / Entra ID, SSO, and MFA.
• Strong troubleshooting and problem-solving skills with a methodical, documentation-first approach.
• Excellent written and verbal English communication skills.
• Ability to work independently in a remote, distributed team and manage a queue with competing priorities.
• Reliable high-speed internet and a quiet, secure home-office environment.
• Willingness to work shifts aligned to U.S. business hours as required.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
Job Details
Job Level: Individual Contributor
Primary Location: PH-Central Luzon-Pampanga
Other Locations: Philippines
