Service Desk Analyst
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Service Desk Analyst
VBP· Managed Services
About this role
Overview of the Role
The Service Desk Analyst will provide first-level technical support to MSP customers, acting as the primary point of contact for incidents, service requests, and general IT support enquiries. This role will be responsible for resolving standard technical issues, performing endpoint administration and user account support activities, and delivering a high level of customer service while ensuring compliance with established service level agreements (SLAs).
Responsibilities:
- Act as the first point of contact for end-user support via phone, email, Microsoft Teams, and the ITSM ticketing system.
- Log, categorize, prioritize, and triage incidents and service requests in line with defined service desk processes.
- Provide first-call resolution (FCR) for common issues across Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications.
- Provide remote support using Datto RMM to diagnose and resolve endpoint issues.
- Accurately log, update, and close tickets in Autotask, and maintain documentation in IT Glue.
- Provision user accounts, password resets, Microsoft 365 access, and basic device and application support.
- Create, modify, and disable user accounts, including password resets and basic Microsoft Entra ID administration.
- Provision, set up, and decommission end-user devices following standard onboarding and offboarding procedures.
- Monitor endpoint health, backup alerts, and system notifications, escalating issues where required.
- Escalate complex or unresolved technical issues to L2 support while ensuring clear handover and documentation.
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- Electricity & Data subsidies
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
Frequently Asked Questions
Is the salary disclosed for the Service Desk Analyst position at VBP?
The salary for this Service Desk Analyst role at VBP is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Desk Analyst position at VBP located?
This Service Desk Analyst role at VBP is based in Cebu City, Cebu, Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Service Desk Analyst role at VBP full-time or part-time?
This is listed as a Full time position. It is posted as a Service Desk Analyst role in the Managed Services department at VBP.
Which team or department does the Service Desk Analyst at VBP belong to?
This Service Desk Analyst position is part of the Managed Services department at VBP. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Service Desk Analyst position at VBP?
Click the "Apply Now" button on this page. You will be redirected to VBP's official application portal hosted on workable where you can submit your application directly.
When was the Service Desk Analyst job at VBP posted?
This Service Desk Analyst position at VBP was posted on Jul 10, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Desk Analyst
VBP
You'll be redirected to VBP's official application page on workable.