Looking for a job

Jon jon Castillo

@jonjoncastillo

Service Desk Analyst at Insight LLC Philippines who supported macOS and Windows users and resolved IT issues through ServiceNow and JAMF.

Philippines

Message

At Insight LLC Philippines, I provided first-line technical support to end users by phone, email, and remote support tools, including Bomgar, Anydesk, and Microsoft Remote.

I assisted users with macOS and Windows issues, including software compatibility, operating system updates, and application troubleshooting. I also resolved hardware, software installation, account lockout, and basic network connectivity issues.

I managed tickets in ServiceNow and ManageEngine, following established SLAs, and used JAMF to monitor and manage device statuses.

Earlier, as a Service Desk Analyst Level 1.5 at Techmahindra BPS Philippines, I handled escalated calls and troubleshot desktop, laptop, and mobile device issues. I also worked as a Customer Service Representative, supporting customers with order details and addressing their concerns.

Experience

Work history, roles, and key accomplishments

Service Desk Analyst Level

Insight LLC Philippines

May 2022 - Dec 2025 (3 years 7 months)

Provided first-line technical support via phone, email, and remote tools, assisting with macOS and Windows issues. Resolved IT issues including hardware, software, account lockouts, and network connectivity, managing tickets in ServiceNow and ManageEngine.

Technical Support MacOS Windows Remote Support Bomgar Any Desk Microsoft Remote hardware troubleshooting Software Installation Account Lockout Resolution Network Connectivity ServiceNow ManageEngine Jamf

Service Desk Analyst Level 1.5

Techmahindra BPS Philippines

Dec 2020 - May 2022 (1 year 5 months)

Entered service tickets into incident tracking system and responded to user operational issues with desktop computers, laptops, and mobile devices. Handled escalated calls, performed advanced troubleshooting, and engaged in support via telephone, chat, and email.

Incident Tracking Troubleshooting Desktop Support Mobile Devices Escalation Handling Phone Support Live Chat Email Support

Customer Service Representative

Techmahindra BPS Philippines

Sep 2020 - Dec 2020 (3 months)

Provided primary customer support regarding order details and maintained satisfaction through forward-thinking strategies. Cultivated loyalty, promoted repeat business, and leveraged sales expertise to capitalize on upsell opportunities.

Customer Service Upselling Sales problem resolution