Service Desk Analyst

We have an exciting night shift, Manila-based opportunity available for a Service Desk Analyst. Work from home or office-based – you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

Our Client
In this role, you will be assigned to our US-based client, a Managed Service Provider (MSP) that provides IT and cybersecurity services to small and medium businesses. They have been in the business for 20 years and are still growing. Their clients typically have 40-500 users, and they support all their IT needs.

Role Description
The frontline Service Desk team resolves most service requests in under 20 minutes. You’ll be actively resolving real user issues across modern IT stacks, documenting your work clearly, and escalating only when necessary. If you’re looking to build a strong technical foundation in a fast-paced environment with high standards, this is it.

What You’ll Be Handling Daily:

You’ll be the first point of contact for client issues and responsible for resolving the following types. Here are some sample requests:

• Outlook issues: Crashing, not launching, mailbox connection failures
• Password resets and account lockouts
• Multi-factor authentication setup and login problems
• Printer issues: Network printer not connecting, print spooler errors, driver problems
• VPN access issues: Basic VPN setup and login failures
• Performance issues: Slow desktops, high CPU/disk usage, basic diagnostics
• Drive mapping failures: Missing mapped drives, credential errors, GPO-related mapping problems
• Zoom and Microsoft Teams: Audio/video issues, mic not working, settings resets
• Microsoft 365 and GSuite: Access issues, Outlook/SharePoint login sync problems
• Outlook Search & Indexing: Troubleshooting indexing issues, cache repair
• SharePoint sync/access problems
• File access & permissions errors on mapped drives
• SentinelOne and Huntress: Basic agent install verification and alert triage
• Network connectivity: Basic Wi-Fi, DNS, and connectivity troubleshooting

Your Responsibilities

• Answer support calls and respond to incoming tickets through Freshdesk
• Troubleshoot and resolve common desktop, network, and application issues
• Document all actions and solutions clearly within the ticketing system
• Escalate complex or unresolved issues when necessary within 20 minutes of troubleshooting (unless action plan to resolution is shared)
• Follow standard operating procedures and maintain internal documentation
• Maintain high responsiveness and professionalism with all client interactions
• Monitor assigned tickets to ensure timely updates and resolution within SLA targets

Your Background

• 3+ years working in a helpdesk or IT support role
• MSP experience is strongly preferred!
• Strong working knowledge of Windows 10/11 and Microsoft Office
• Comfortable using remote support tools (e.g., Kaseya, ScreenConnect, or similar)
• Experience with Microsoft 365, basic admin tasks, and SaaS troubleshooting
• Familiarity with basic AD concepts: users and groups.
• Working knowledge of networking fundamentals: IP, DNS, DHCP
• Ability to explain technical issues in plain language to non-technical users
• High standards for communication, documentation, and follow-through

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.