Technical Service Desk Analyst (L1.5)

Job Description

Are you a tech-savvy problem solver who thrives in a fast-paced IT environment? Do you have the knack for bridging the gap between everyday users and specialized backend teams? We are looking for a Technical Service Desk Analyst (L1\.5\) to join our dynamic remote support team in the Philippines. In this role, you won't just log tickets—you will provide advanced first-line troubleshooting, acting as a critical bridge between our L2 ERP/JDE and L2 Infrastructure teams. Your mission is to drive faster resolutions, optimize ticket quality, and deliver an exceptional user experience. \ \ \ Key Responsibilities Advanced Technical Support: Provide L1 and L1\.5 support for incidents and service requests spanning business applications, IT infrastructure, and ERP systems (JDE). Queue \& Communication Management: Actively monitor shared inboxes and MS Teams chats to create, prioritize, categorize, and route tickets to the correct fulfiller teams via ServiceNow . Power BI Monitoring: Verify report refreshes, send notifications to respective teams, and proactively coordinate with Power BI Support/refresh SERT when issues arise. Access \& User Lifecycle Management: Handle onboarding, transfers, and access modifications. Manage User Request Forms (URFs) via DocuSign , secure necessary N\+1 approvals, and track requests through ServiceNow until full execution. Identity \& Access Management: Efficiently handle password reset requests (JDE, Active Directory, Email, Transform). ERP Support: Log tickets, release JDE reserved items, and coordinate directly with the JDE team. Ticket Triaging \& Follow-ups: Review unassigned tickets, gather missing information from users, update work notes, and drive pending ServiceNow approvals with the IT team. Collaboration \& SLA Ownership: Partner with L2/L3 teams on high-priority issues (P1/P2\) and Root Cause Analysis (RCA). Consistently meet or exceed SLA/KPI targets (FCR, Response/Resolution time, and CSAT). \ \ \ What We Are Looking ForTechnical Skills: Strong proficiency in: Windows OS, Microsoft Office 365, Outlook, and MS Teams. Identity Management: Solid hands-on experience with Active Directory / Azure AD (user management and access control). ITSM Tools: Professional experience utilizing ServiceNow for ticket lifecycle management. Process Knowledge: Strong understanding of ITIL-aligned Incident, Request, and Access Management processes. Soft Skills \& Language: Bilingual Fluency: Exceptional verbal and written communication skills in both English and Filipino to support a diverse user base. Customer-Centric Mindset: A strong customer service orientation with sharp analytical and troubleshooting skills. Team Player: Ability to collaborate seamlessly with cross-functional global teams under pressure. Qualifications \& Experience: Experience: Minimum 3 years of experience in IT Service Desk / Technical Support, with at least 1 year specifically in an L1\.5 or advanced L1 capacity. Education: Bachelor’s degree in IT, Computer Science, or a related field is preferred. Certification: ITIL Foundation certification is highly preferred. Pay: Php35,000\.00 - Php45,000\.00 per month Work Location: Remote