{"id":1215690,"url":"https://alion.io/job/arcadis-service-desk-analyst","title":"Service Desk Analyst","company":{"id":48386,"name":"Arcadis","domain":"arcadis.com","url":"https://alion.io/company/arcadis","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"C","score":57,"open_postings":622,"ghost_share":0.51,"stale_share":0.011,"repost_share":0.818,"time_to_fill_p50_days":48,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":19000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":321},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-07-21T15:45:46Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-25T21:38:42Z","board_verified":true,"closed_at":null,"days_open":66,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":66},"description":"Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.\nWe are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.\nRole description:\nThe Analyst - Global Services Operations 1st Line serves as the first point of contact for Arcadis users requiring IT support. The role handles incidents and service requests through logging, categorization, prioritization, troubleshooting, resolution, and escalation in line with ITSM processes and service levels. The Analyst contributes to service excellence by delivering timely support, maintaining accurate ticket documentation, using and improving knowledge articles, collaborating with resolver groups, identifying recurring issues, and supporting continuous improvement initiatives.\n24x7 shifting schedule, including weekends and holidays\nRole accountabilities:\nIncident Management\nServe as the first point of contact for IT incidents across supported channels.\nLog, categorize, prioritize, and troubleshoot incidents.\nRestore normal service through first-contact resolution where possible.\nEscalate incidents while maintaining ownership and communication.\nSupport major incidents, swarming, service restoration, and knowledge capture.\nService Request FulfillmentProcess standard service requests in line with procedures and approvals.\nValidate approvals, authorization, and user identity.\nComplete requests within agreed service levels.\nCustomer Experience and CommunicationProvide professional, customer-focused support.\nCommunicate updates, timelines, and next steps.\nSupport customer satisfaction through ownership and accuracy.\nKnowledge ManagementUse and maintain knowledge base articles.\nCreate and update KBAs based on lessons learned.\nDocument repeatable fixes and troubleshooting steps.\nSecurity, Access, and ComplianceFollow information security, privacy, and access management procedures.\nValidate approvals before processing access requests.\nReport potential security concerns.\nMaintain complete and accurate records.\nCollaboration and Resolver Group EngagementWork with resolver groups to resolve incidents and requests.\nParticipate in knowledge sharing, service reviews, and swarming activities.\nSupport projects, migrations, hypercare, and transition activities.\nContinuous Service ImprovementIdentify opportunities to improve processes, automation, and user experience.\nRecommend ways to reduce recurring issues and escalations.\nSupport operational stability and service excellence initiatives.\nQualifications & Experience:\nRequired Qualifications\nBachelor’s degree in IT, Computer Science, or related field; fresh graduates or candidates with up to 2 years’ experience may be considered.\nStrong customer service mindset and English communication skills.\nAble to work 24x7 shifts, including weekends and holidays.\nAble to troubleshoot basic technical issues and follow escalation paths.\nDetail-oriented, accountable, and able to manage priorities in a global support environment.\nPreferred QualificationsITIL, Service Desk Analyst, CompTIA A+, Microsoft, or related certifications are an advantage.\nExperience with ServiceNow, BMC Helix, Jira Service Management, or similar ITSM tools.\nExperience supporting Microsoft 365, Windows endpoints, remote users, and identity/access issues.\nExposure to shared services, global support, or enterprise IT environments.\nTechnical Knowledge and CompetenciesITSM and Support Tools\nMicrosoft 365 Support\nEndpoint Support\nIdentity and Access\nNetworking Fundamentals\nSecurity Awareness\nKnowledge and Reporting\nWhy Arcadis?\nWe can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.\nYou’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.\nTogether, we can create a lasting legacy.\nJoin Arcadis. Create a Legacy.\nOur Commitment to Equality, Diversity, Inclusion & Belonging\nWe want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a ‘people first’ business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.","description_format":"text","description_chars":5081,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Science & Engineering","Civil & Structural Engineering","Environmental Science"],"lifecycle":[{"event":"open","at":"2026-09-25T08:29:52Z"}],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.455,"p_room":0.44,"age_days":66,"expected_fill_days":48,"reasons":["conf:6","win:tail","crowd:junior,brand"],"computed_at":"2026-09-26T03:44:03Z"},"pay":null,"html_url":"https://alion.io/job/arcadis-service-desk-analyst","json_url":"https://alion.io/job/arcadis-service-desk-analyst.json","meta":{"generated_at":"2026-09-26T03:44:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3992,"day_limit":5000,"remaining_today":1008,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}