# Service Desk Analyst - #35208

> Manila Recruitment · Philippines (Remote) · Full-time · Posted 2026-07-23

**Workplace:** remote

**Department:** IT - Kenneth V

## Description

As a Service Desk Analyst, you will also support other team members in training, reviewing technical bulletins and collaboration. You will perform a critical function within the network repair process and can ultimately impact the client’s ability to meet network availability and time-to-repair commitments made to the customers.

**Company Profile:**

Our client is based in London, England and they provide high-end optical fiber networking fully managed solutions to businesses requiring fast and reliable connectivity. Their services range from network & cloud connectivity, and hosting through to systems integration and fully managed environments.

You will have the opportunity to work on exciting and innovative projects and at the same time maintain a work-life balance lifestyle. If you are searching for something amazing that you can be an integral part of, this could be the perfect career move for you.

**Duties and Responsibilities:**

-   Customer Trouble management: Accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress as required. Inquire from diverse vendors and provide regular updates to the customer on circuit status.
-   Equipment monitoring: Check live service status and able to retrieve historical events
-   Workload Management: Ensure all appropriate /tickets are being captured. Actively monitor open issues till remediated. Responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets
-   Technical Escalation: Responsible for supporting and escalating to next level of technical support as necessary
-   Proactive and Preventive Maintenance: Proactively seeking and identifying potential network problems/trends and addressing these issues before becoming service affecting events
-   Professionally manage difficult and/or emotional customer situations
-   Respond promptly to customer needs
-   Solicit customer feedback to continually improve service
-   Produce reports and documentation to highlight service incidents

## Requirements

-   A minimum of 2-3 years’ experience being a Service Desk Analyst
-   Bachelor’s Degree or relevant experience
-   Willing to learn about fiber optic technologies
-   Basic networking experience
-   Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
-   Drive, self-motivation, and ability to work under own initiative
-   Experience of working accurately and confidently with service desk tools
-   Experience in delivering a high level of customer service.
-   Experience in handling customer escalation and high-priority support issues
-   Demonstrates strong analytical skills
-   Proven ability to work efficiently in a high-pressure environment
-   Excellent written and verbal communication skills in English to effectively collaborate with foreign counterparts
-   Prefers someone with experience doing a networking function, someone with broad understanding IP services.

**Advantageous skills or nice-to-haves:**

-   CCNA and ITIL Certifications
-   HubSpot and/or similar tools experience
-   Salesforce experience
-   Experience in any ticketing tools, monitoring tools and data centre

## Apply

[Apply at Manila Recruitment](https://apply.workable.com/manilarecruitment/j/0254551FDB/apply)

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