About this role
Role Overview:
We are seeking a customer-focused Service Desk Analyst to provide first-line technical support to employees of a leading Australian client. The role involves resolving technology issues remotely, managing support tickets, assisting users, and escalating complex concerns to the appropriate technical teams.
✨ Why You’ll Love Working With Us
- Annual Bonus and Salary Reviews
- Comprehensive HMO + 1 free dependent
- 30 days paid leave (vacation, sick and wellness) - with cash conversion
- Real growth — workshops, training and clear career pathways
- Great culture — team events, employee fairs, and monthly games with exciting prizes
- Tenure rewards — milestone gifts at 1, 5 and 10 years
- 2 days weekly rest for a better work-life balance
Responsibilities:
- Provide first-line support for systems, applications, devices, networks, and other end-user technology issues through telephone and email.
- Record, manage, and monitor incidents and service requests in an ITSM platform , ensuring accurate documentation and timely resolution within agreed SLAs.
- Install and configure approved software, support user access requirements, and maintain accurate IT asset records.
- Escalate complex or unresolved issues to second-level teams with complete troubleshooting details and supporting information.
- Create knowledge articles and user guides, assist users with standard technology processes, and contribute to service and process improvements.
What We’re Looking For:
- Bachelor’s degree in Information Technology, Computer Science, or a related field , with at least 3 years of experience in a Service Desk, IT Help Desk, technical support, or similar user-facing IT role.
- Strong knowledge of computers, operating systems, networking, business applications, and common end-user troubleshooting.
- Experience managing incidents and service requests using an ITSM or ticketing platform.
- Exposure to Microsoft 365, Windows endpoints , identity and access management, remote-support tools, and software deployment is advantageous.
- Strong English communication , ownership, and ability to work with Australian stakeholders.
- Willing to work full-time in the office located at Arcovia, Brgy. Ugong, Pasig City (Monday-Friday, morning shift).
About Cybalink Solutions:
Cybalink Solutions is an Australian-owned outsourcing partner providing world-class operational support to the construction, engineering, and resources industries. We value our people as much as our clients, offering a dynamic, fun, and team-focused workplace with genuine long-term careers. If this sounds like you, apply now and grow your career with a team that backs you.