Service Desk Analyst at Datacom

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

0.0

Posted On

24 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Management, Conflict Resolution, Results-Oriented, Customer Telephone Support, Service Desk, LAN Topology, Infrastructure Administration, Network Hardware Knowledge, Routers, Hubs, Switches, Problem Resolution, Customer Service, Empathy, English Proficiency, Typing Speed

Industry

IT Services and IT Consulting

Description

Title: Service Desk Analyst Start Date: April 21, 2026 Our Purpose Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities. The Nitty Gritty We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability. Role Overview and Objectives The Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely manner The core objectives and responsibilities of the Service Desk Analyst include: 1. Ensure the best service for every request 2. Adhere to the prescribed process and procedures 3. Manage self-performance and support the team Responsibility The Service Desk Analystis responsible for: 1. End User Satisfaction · Maintain professionalism in all customer interactions, including escalations · Address every request with an appropriate response (resolve or re-assign) · To manage customer-related incidents ensuring a speedy resolution within the SLAs · To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems · To Assist in the Administration of Network Infrastructure 2. Process Compliance · Follow guidelines/script and ensure every customer interaction is quality compliant · Log all requests and update the database as per the guidelines · Maintain security of the network 3. Self-development & leadership · Keep manager updated on potential risks and performance deficiencies proactively · Regularly updates product knowledge and technical skills using available resources · Incorporate Datacom values into team interactions Requirements Knowledge of Network Hardware including Routers, Hubs, and Switches Able to recreate and administer network infrastructure Proactive in ticket management Conflict resolution Results-oriented Prior experience in customer telephone support or service desk Experience in LAN topology and infrastructure Working in a constantly changing environment Skills Tools usage Knowledge management center Work instruction document (SOP) Soft skills TS and problem resolution Written and spoken English 35 WPM Customer Service Empathy TS and problem resolution over the phone Our office is at BGC Taguig and we have hybrid work setup (Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts! We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment Why join us here at Datacom? Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill-out spaces, and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

Responsibilities

The Service Desk Analyst is primarily responsible for ensuring all Incidents or Requests are updated in a timely manner, aiming to provide the best service for every request while adhering to prescribed processes and procedures. Key duties involve maintaining end-user satisfaction, managing incidents to meet SLAs, assisting technical teams, and ensuring process compliance through quality interactions and accurate logging.