L1 Service Desk – Arrow Ops (Philippines)

The Opportunity.

The Service Desk Analyst provides first-level (L1) technical support by monitoring applications, infrastructure, and cloud environments, performing initial incident troubleshooting and triage, and ensuring timely escalation within defined Service Level Agreements (SLAs). The role involves coordinating with Level 2 and Level 3 support teams, maintaining system availability and performance, and adhering to ITIL-based service management processes to deliver reliable and efficient client support.

The Role.

Primary Responsibilities

Responsible for providing first level support such as:

• Monitoring of Campaigns, Infrastructure and Platform incidents
• Initial troubleshooting & escalation of incidents within the defined SLAs
• Respond to access issues and requests
• Adhere to the defined CLIENT service operations processes