Employment Type: Permanent

Location: Makati City, Metro Manila

Work setup: Hybrid (open to 2x a week RTO)

Work schedule: 8:00 AM - 4:00 PM UK time (3:00 PM - 11:00 PM PH time / 4:00 PM - 12:00 MN), adjusting with UK daylight saving changes. 

Pay range: PHP 30,000 - PHP 39,000

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge. 

We are looking for a Service Desk Analyst who will be a part of the IT Service Desk team under Core Technology - Service Management in our Manila Office.  The role will take part in the Service Desk Team responsible for providing IT services and support across employees of the Cambridge University Press and Assessment. 

Why Cambridge? 

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding. 

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one. 

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for. 

What can you get from Cambridge? 

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset.  

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.  

What will you do as a Service Desk Analyst? 

As a Service Desk Analyst, you will be the primary point of contact for the all IT issues and concerns raised by users within Cambridge University Press and Assessment. 

Your responsibilities will include: 

• Incident Management 
• Service Request Fulfillment 
• Event Management 
• Knowledge Management 
• Peer-to-Peer Quality Audits 

What makes you the ideal candidate in this role? 

You will be ideal for this part if you have around at least 2 years' experience working as a first line Service Desk Analyst.   You will make a strong candidate if you have strong ITIL qualification/s ensuring thorough understanding of ITIL best practice framework. 

The following will help you be an ideal candidate for this post: 

• Experience of working in a busy IT environment 
• Excellent Service Desk and Customer Service skills 
• Good telephone manner and the ability to extract critical information to allow effective resolution of problems. 
• Ability to communicate ideas to technical and non-technical audiences. 
• Excellent analytical and problem-solving skills 
• Logical and efficient 
• Good knowledge of Microsoft desktop configuration, network infrastructure and active directory 
• Excellent communication skills both verbal and written. 
• Ability to work well individually and as part of a team. 

If you want to be a part of an excellent Service Desk team, driven to help customers with their IT issues and concerns, you might just be what we are looking for.  We consistently thrive in challenges and work great as a team. 

Deadline of application submission is on March 7th, 2025, but may close early if we receive sufficient applications. Therefore, if you are interested, please submit your application as early as possible. Whilst not essential, it is very advantageous if you submit a Cover Letter alongside your CV.  

Please review the attached job description for further details on the role.