Service Desk Analyst

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

The client is a rapidly growing UK-based technology consultancy focused on network architecture, digital infrastructure, and cloud transformation. With deep expertise in designing and delivering robust, secure, and scalable network solutions, they partner with some of the world’s leading organizations in sectors such as finance, media, and enterprise technology.

About the Role

We are looking for a Service Desk Analyst who will perform a first-line troubleshooting role to support our Network Operations Centre (NOC).

The role will work with the Service Management Team to ensure our Network Managed Services deliver value, are fit for purpose, and exceed customer expectations.

Analysis work performed in this role will feed into monthly and quarterly service reporting.

 

Work set-up: 100% Work from home

Work Schedule: Monday to Friday 

Work Hours: Align with UK business hours (4:00 PM to 1:00 AM PH Time)

 

What you’ll do (duties and responsibilities)

• First point of contact for incidents and requests raised with our NOC
• Responsibility to respond to all incidents and requests within agreed SLA
• Allocation of incidents and requests to our NOC team within ITSM system (Halo)
• Ownership of incidents and requests to ensure these are updated and resolved within SLA
• Escalation of issues to senior delivery management
• Chasing NOC team for updates on incidents and requests
• Supporting Service Delivery Managers with analysis of incident/request trends.
• Performing basic network first-line troubleshooting to ensure correct information is available to
  our NOC team.
• Participation in initial steps of Major Incident process to ensure email notifications are sent, MS
  Teams Bridge created, and SDM engaged.

• Must have exposure to ITSM systems (ideally Halo ITSM).
• Must have minimum of 1 year experience in a first-line IT support role (Helpdesk or Service Desk).
• Must have experience providing support for Microsoft 365 applications, (Microsoft Excel, Microsoft Outlook, and Microsoft PowerPoint)

Nice to Have (not required skills, but would be an added advantage)

• Nice to have an ITIL Foundation certification.

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.