**Position Snapshot** Location: Rockwell, Makati, PH / Meycauayan, Bulacan, PH Company: Nestlé Business Services AOA, Inc. Full-time **A day in a life...** As a Service Desk Analyst, you will serve as the primary point of contact for IT support, providing assistance and guidance to end-users. You will be responsible for troubleshooting issues, managing incidents, and ensuring timely resolution of service requests. Your expertise will contribute to maintaining high levels of user satisfaction and operational efficiency. + **User Support:** Provide first-level support via phone, chat, email, and other communication channels. Log and route incidents and service requests effectively. + **Incident Management:** Troubleshoot and resolve issues related to software and hardware, including Office 365, Windows, and remote access solutions. + **Customer Communication:** Keep users informed about the status of their incidents and service requests, ensuring clear and timely communication. + **Knowledge Management:** Contribute to the development and maintenance of knowledge base articles and self-service resources. + **Collaboration:** Work closely with other IT teams to escalate and resolve high-priority incidents and ensure seamless service delivery. + **Performance Monitoring:** Track and report on key performance indicators (KPIs) related to service desk operations and user satisfaction. + **Continuous Improvement:** Identify opportunities for process improvements and contribute to initiatives aimed at enhancing service delivery. **Requirements** + **Education:** Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). + **Experience:** Minimum of 2-3 years of experience in IT support or service desk roles. + **Technical Skills:** Proficiency in Microsoft Office Suite, Windows operating systems, and familiarity with IT service management tools (e.g., ServiceNow). + **Communication Skills:** Excellent verbal and written communication skills in English, with the ability to convey technical information clearly to non-technical users. + **Problem-Solving:** Strong analytical and problem-solving skills, with a customer-oriented mindset. + **Flexibility:** Willingness to work on shifting schedules, including evenings and weekends as needed.