Service Desk Specialist

Job description

Innovathink Corporation is currently looking for an IT SERVICE DESK ANALYST 2

WORK SETUP: Onsite, shifting schedule

WORK LOCATION: Vista Mall Las Pinas

Job Summary:

IT Service Desk is responsible for providing advanced second-level technical support to internal users. This role handles incidents and service requests in accordance with ITIL processes, manages user access for Oracle applications and Windows Active Directory, and ensures timely resolution of issues while meeting SLA and KPI targets. The position also plays a key role in major incident management, service reporting, and maintaining high standards of customer service across all support interactions.

Job Description:

• Provide Level 1.5 to Level 2 support by handling calls, incidents, and service requests using Incident Management and Request Fulfillment processes in line with service objectives.

• Coordinate with network, infrastructure, and ap...