L1 Service Desk – Arrow Ops (Philippines)

As an L1 Service Desk Analyst, you will provide first-level technical support by monitoring applications, infrastructure, and cloud environments, performing incident troubleshooting and triage, and ensuring timely escalation within defined Service Level Agreements (SLAs). You will play a key role in maintaining system availability and performance while coordinating with Level 2 and Level 3 support teams to deliver reliable client support.

What You’ll Do and How You’ll Succeed

• Monitor campaigns, infrastructure, and platform incidents to ensure system stability.
• Perform initial troubleshooting and escalate incidents within defined SLAs.
• Respond to access issues and service requests in line with client operations processes.
• Document, classify, prioritise, and assign incidents to the appropriate support teams.
• Initiate and escalate major incidents to the Service Delivery Manager when...