It Service Desk Analyst It Help Desk Start Asap

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Service Desk Analyst — Refined Description

Overview: A Service Desk Analyst provides first- to mid-level IT support, handling incidents and service requests, ensuring timely resolution, and escalating to appropriate teams as needed. This role may involve on-site or remote support, working with Windows, Office 365, Exchange, Azure, and related technologies. The position may require shifts, including on-site presence and potential after-hours support depending on the client or site.

What you will do:

  • Provide Level 1 and 2 end-user desktop support across locations and environments (Windows, Exchange, Office 365).
  • Triage, troubleshoot, and resolve routine incidents; escalate complex issues to Tier 3 or appropriate teams.
  • Log, track, and manage incidents and requests in the ticketing system; monitor status and SLAs; communicate updates to users.
  • Assist with user onboarding, account management, and access permissions; support password resets and group policy applications where applicable.
  • Coordinate with Incident Management and other IT teams; interface with vendors for warranties or service activity as needed.
  • Perform basic system maintenance such as patching and software upgrades; support remote/desk-based problem resolution.
  • Maintain documentation, knowledge bases, and procedures; participate in process improvements and ITIL-aligned practices.
  • Provide excellent customer service and clear technical communication to both technical and non-technical users.

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • Minimum of 2–3 years in a service desk or technical support role; experience in Managed/Professional Services is a plus.
  • Strong knowledge of Windows operating systems, Office 365 (including Exchange Online, SharePoint, Teams, OneDrive), and general IT infrastructure.
  • Hands-on experience with Azure, Intune, active directory basics, and familiarity with MDM concepts.
  • Basic PowerShell experience; familiarity with ITIL concepts and service management practices.
  • Strong communication and customer service skills; ability to explain technical information to non-technical users.
  • Experience with service desk ticketing tools (e.g., ServiceNow, Jira, ConnectWise); ability to work under pressure and meet deadlines.
  • Willingness to work shifts and adapt to different client environments; ability to work remotely or on-site as required.

Nice-to-have:

  • ITIL Foundation v4 certification; additional certifications in M365, AZ-900, CCNA, or other relevant areas.
  • Experience with VMware, cloud migrations, and security concepts such as MFA, antivirus, and firewall basics.

Location and Work Mode: Various postings indicate locations such as Taguig, Makati, or remote/hybrid arrangements; check specific posting for site and shift details.

Company highlights and benefits: Many postings mention competitive compensation, health and life insurance, leave benefits, training opportunities, and career development programs. See individual posting for exact benefits and eligibility.

How to apply: Interested candidates should apply to the specific posting with the required qualifications and location details. Ensure you meet the minimum experience and certification requirements listed for the role you are applying to.

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