Location
san mateo, rizal, Philippines
Posted
June 17, 2026
Job Description
Role Overview
The IT Service Delivery Analyst is responsible for providing first-line technical support through the Service Desk while ensuring high-quality IT service delivery aligned with business needs. The role also supports IT Service Management (ITSM) processes such as incident, problem, change, and service request management to drive continuous improvement and operational efficiency.
Specific Duties And Responsibilities
- Service Desk / End-User Support.
- Act as the primary point of contact for IT support via phone, email, chat, or ticketing system.
- Log, categorize, and prioritize incidents and service requests in accordance with SLAs.
- Troubleshoot hardware, software, network, and application issues.
- Provide timely resolution or escalation to appropriate support teams.
- Maintain clear and accurate documentation of tickets and resolutions.
- Ensure excellent customer service and user com...