VBP
VBP
1,001 – 5,000 Employees
B2BConsulting
VBP, or Vital Business Partners, is a B2B business services and consulting provider for financial advice, accounting, and broking firms. The company supports these practices with specialist outsourced teams covering financial planning administration, paraplanning, bookkeeping, Australian-trained accounting, and mortgage broking assistance. Its broader services include automation, project management, managed services, consulting, business coaching, and practice manager training. VBP combines sector-focused training through its Academy with human-centred AI, ISO 27001 security, and global delivery to help firms expand capacity, streamline operations, and maintain continuity as they grow. Its hiring context spans the specialist operational, advisory-support, technology, and management functions needed to deliver these services.

Service Desk Analyst – Cebu City Hybrid

Provide first-line IT support to VBP’s MSP customers in Cebu City. Troubleshoot endpoint, Microsoft 365, account, and device issues while meeting service-level agreements.

Description

  • Serve as the initial contact for end users through phone, email, Microsoft Teams, and the ITSM ticketing platform
  • Record, classify, prioritize, and triage incidents and service requests in line with service desk procedures
  • Troubleshoot standard issues involving Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications
  • Deliver remote endpoint assistance through Datto RMM
  • Create, update, and resolve tickets in Autotask while keeping records current in IT Glue
  • Set up user accounts, complete password resets, administer Microsoft 365 access, and provide basic device and application assistance
  • Create, update, and deactivate user accounts, including fundamental Microsoft Entra ID administration
  • Prepare, configure, and retire end-user devices during onboarding and offboarding
  • Track endpoint health, backup alerts, and system notifications, escalating problems when necessary
  • Refer complex or unresolved incidents to L2 support with thorough documentation and a clear handover
  • Provide dependable customer service while achieving defined service-level agreements

Requirements

  • Background in first-line technical support or comparable knowledge serving MSP customers
  • Hands-on ability to support Windows devices, Microsoft 365, Outlook, Teams, OneDrive, printers, and business applications
  • Practical experience using Datto RMM
  • Working experience with Autotask and IT Glue
  • Knowledge of account provisioning, password resets, Microsoft 365 access management, and basic device and application support
  • Basic administration capability in Microsoft Entra ID
  • Ability to prepare, configure, and retire end-user devices
  • Ability to monitor endpoint health, backup alerts, and system notifications
  • Ability to refer complex incidents to L2 support with complete documentation and a clear handover
  • Availability for the fixed Monday–Friday schedule from 7 AM to 4 PM

Benefits

  • HMO coverage of 500K per incident, plus dental and optical benefits
  • Two weeks of paid Christmas vacation
  • Electricity and data subsidies
  • 25K educational assistance
  • Training and equipment provided
  • Fixed Monday–Friday schedule from 7 AM to 4 PM

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