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IT Service Desk Analyst

Location: Philippines, Pasig City, Tiendesitas

Job category: Information Technology (IT)

Language: English

Transcom is looking for talented individuals like you to join our awesome team! Be anIT Service Desk Analyst for our Transcom Pasig site. 


Job Description

The role of IT Service Delivery Analyst Client Applications Support (SD-CAS) is an entry-level IT position. The emphasis in this role is to support end-users and ensure the continuity of IT services at all times in any of Transcom’s site across Europe, North America, and Asia according to ITIL standards. The initial role of the SD-CAS is to support internal users with issues and requests affecting Client Provided Applications. 

As part of a multinational team environment, the Analyst investigates the reported incidents, provides remote resolution, and fulfills requests.

Position Summary:

  • Remote resolution of technical incidents reported by end-users regarding:  
  • PC’s, laptops, printers, network connection, internet access, standard and client’s applications  Standard and client’s software installation, configuration, and update  
  • LAN and email support to end-users  
  • User management, file access permission management  
  • Telecom Agent management  
  • Provide phone and remote service assistance  
  • Ensure all work is carried out and documented in accordance with required standards, methods and procedures  Execute maintenance activity according to the procedure, report status about the result, escalate any non-documented or non-standard issue  
  • Real-time monitoring of Systems and Network Events and escalation to proper resource  Maintain daily relationships with IT organizations and Business Customers  
  • Escalate faults/query calls or trouble tickets to IT/Operations/Development Team/Service Delivery Second Line Support or Solution Delivery Development Teams and track until resolution


  • Candidate must possess at least a Bachelor's/College Degree in IT or equivalent  
  • At least 1 year(s) of working experience in the related field is required for this position. Microsoft, ITIL, HDI Certifications are a plus  
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO
  • Meal & Transportation Allowance
  • Rice Subsidy
  • Clothing Allowance
  • 24/7 Teleconsult
  • Free Psychologist Consultation
  • In-house & Online Pharmacy
  • Scholarship Program
  • Retirement Fund
  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)
  • Loyalty Incentives
  • Accidental & Life Insurance
  • Free Shuttle Service

What Life at Transcom is like

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.


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