IT Process Analyst

10 hours ago

Taguig, Philippines Guild Solutions, Inc. Full time

Overview IT Process Analyst role at Guild Solutions, Inc. The role is designed to support the IT Manager in executing operational tasks, assisting in ongoing projects, and maintaining documentation and reporting. The analyst will work closely with internal teams, vendors, and HQ counterparts and will be instrumental in ensuring continuity and responsiveness as the organization separates from HQ and builds a standalone IT environment. Responsibilities Provide day-to-day IT support to staff Assist in tenant migration and configuration tasks Help document IT processes and governance policies Track and report IT metrics and KPIs Coordinate with vendors and internal stakeholders Support onboarding/offboarding and asset management Manage and triage IT support tickets Provide first-line support for hardware, software, and M365 tools Assist in project execution and stakeholder follow-ups Maintain IT documentation (SOPs, knowledge base, governance) Track and report performance metrics and KPIs Coordinate with vendors for equipment and services Support office IT needs (equipment, repairs, purchases) Help implement IT processes and governance under guidance Skills and Qualifications Technical Support Experience in troubleshooting hardware, software, and basic network issues Familiarity with remote support tools and techniques Microsoft 365 Ecosystem Proficiency in Outlook, Teams, SharePoint, OneDrive Experience with Entra ID, Defender, Purview Ticketing Systems Ability to manage and triage support tickets Experience with ITIL-based workflows or systems like Freshdesk, Jira, etc. Documentation Ability to create and maintain SOPs, guides, and process documents Experience maintaining a SharePoint-based knowledge base Stakeholder Coordination Strong communication and follow-up skills Experience working with cross-functional teams or external vendors IT Asset Management Basic understanding of inventory tracking and asset lifecycle Familiarity with asset management tools or platforms Project Support Ability to assist in project execution and testing Exposure to project management tools (e.g., Planner, Trello, Asana) Metrics & Reporting Ability to track and report basic KPIs and performance metrics Experience with Power BI or Excel dashboards Security Awareness Basic understanding of IT governance and security principles Exposure to ISO/IEC 27001 or similar frameworks Tenant Migration & Configuration Exposure to Microsoft 365 tenant migration and basic configuration tasks Experience with full migration lifecycle, including security and compliance setup Certifications Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong plus Client-Facing Experience Experience supporting or coordinating with external clients Soft Skills Organized, proactive, and detail-oriented Ability to work independently and suggest process improvements Experience and Educational Background Bachelors degree in Information Technology, Computer Science, Information Systems, or a related field. Minimum of 2-3 years of experience in an IT support or IT operations role, ideally within a corporate or enterprise environment. Benefits Competitive salary and benefits package Hybrid and a morning shift working hours Collaborative, supportive, values-driven and inclusive work environment Professional development and career growth pathways #J-18808-Ljbffr

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