[URGENT] Service Desk Analyst

1 - 4 years
Metro Manila / NCR

Job Description

  • Qualifications:

    • Candidate must possess at least a Bachelor/College Degree or equivalent working experience
    • At least 1 year of working experience in the related field
    • ITIL Certification is a plus
    • Must be committed to exceptional customer service and support
    • Must possess strong troubleshooting, problem analysis and decision-making ability
    • Must be willing to work in Buendia, Makati area
    • Working experience on ITSM tools (Remedy, ServiceNow, Marval, etc.)
    • Open to work shifting schedules (Holidays and weekends)
    • Strong interpersonal skills, including technical and non-technical speaking and writing skills
    Job Purpose:
    • Logs incidents
    • Incident prioritization and classification
    • Provides initial diagnosis and perform first line resolution (if applicable)
    • Track progress of Incident throughout its lifecycle
    • Escalates incidents
    • Owns non-major incidents
    • Responsible for all communication responsibilities (stakeholder, customer, IT, Incident Manager, Support Group Managers, Support Group) throughout the incident lifecycle
    • Performs Customer Satisfaction survey
    • Update Known Error Database (KEDB) and Knowledge Base


We are deeply rooted in the brand identity of Cambridge University Press UK, the oldest publishing house in the world and the oldest university press. It is also the publishing business of the University of Cambridge, one of the world’s leading universities and research institutions.

The Manila office was set up in 2003 when the Press decided to partly maintain its IT systems offshore. It was an attempt to provide a direction towards a new way of developing, implementing, and achieving software processes at a reasonable cost without compromising the brand’s character.

In 2012, the Manila office began to function as Regional Operating Headquarters (ROHQ). Through its new business identity the Manila office may now generate income by performing qualified services for the Press’s affiliates, subsidiaries, or branches globally.

And in 2014, Cambridge English Language Assessment (CELA) became one of our partners. It is the world’s largest provider of English language curriculums and qualifications for young learners and adults. It is also one of the international examination boards managed by Cambridge Assessment.

Today, the Manila office has grown to 400 plus personnel with expertise in the fields of Information Technology, Digital Publishing, and Customer Services. For thirteen years the Manila office has remarkably made exceptional service and technological contribution to the fulfilment of the Press’s goals and objectives. Currently, the organisation is making initiatives to developing new technological solutions and service innovations to meet the growing needs of our partners within the Cambridge community. Cambridge University Press and Cambridge Assessment are continually making investments to achieve their desired products and services that would enable current and future customers develop better online experience.


IT/Computers - Software

Functional Area



Technical Support Engineer

Employment Type

Full Time, Employee


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