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Help Desk Analyst

Posted today

Job Description

Company Description

IT BY DESIGN provides MSP-focused technical resources to help businesses scale and improve profitability. We offer a wide range of services, including MSP staffing, outsourced NOC, RMM virtual admin, helpdesk support, and professional services. With nearly two decades of experience, we value loyalty and community, consistently taking care of our team as if they are family. We operate three state-of-the-art, fully compliant office facilities in New Jersey and India and pride ourselves on our expertise, reliability, and custom solutions for MSP needs.

Role Description

• Fully manage onboarding/offboarding for client users: provision and configure devices (laptops/desktops); create/disable accounts in Microsoft 365, Azure AD, Active Directory; set up email, file access, MFA, group policies, and software packages; decommission devices securely and archive data where required.

Technical Support (Beyond Helpdesk)

• Handle escalated Tier 1 and basic Tier 2 support tickets (network, printer, email, login issues, system slowness, etc.).
• Use PSA and RMM tools to remotely troubleshoot and maintain endpoints.
• Perform basic administrative tasks on servers, M365 tenants, and firewalls under supervision.
• Document technical fixes and update SOPs/runbooks.

System Maintenance & Monitoring

• Monitor alerts from RMM tools and resolve low/medium-priority issues.
• Assist with patching schedules, antivirus status checks, and backup verifications.
• Perform periodic health checks on client environments (device performance, licenses, capacity).

Process Improvement & Project Assistance

• Support senior engineers in infrastructure or cloud migration projects.
• Create automation or PowerShell scripts for routine tasks (optional but encouraged).
• Proactively identify and recommend recurring issue fixes.

Qualifications

• Must be willing to work 100% onsite and reside near BGC, Taguig.
• Must be available for night shifts (8 PM - 5 AM Manila Time).
• Minimum 2 years of experience in Service Desk/Help Desk support.
• Proficient in troubleshooting Active Directory, Desktop, Office 365, Windows Server, Firewall, VPN, and End User Management.
• Strong written and verbal communication skills.
• At least 2 years of experience supporting global/international clients.

Company Benefits

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance and Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

Help Desk Specialist

Posted 1 day ago

Job Description

Work Set-Up: 100% Onsite in BGC, Taguig

Shift: Eastern Time Shift

Company Description

IT By Design is a trusted growth partner for Managed Service Providers (MSPs) with over 20 years of experience. We provide dedicated engineers, always-on infrastructure management, and practical AI solutions to help businesses scale efficiently. Our services include 24x7 Helpdesk support, NOC, SOC, RMM Admins, and AI-powered automation tools. With a global team of over 800 members and SOC 2 Type II compliant operations, IT By Design ensures accountability, scalability, and people-first growth for MSPs.

Role Description

• Manage full user lifecycle: onboarding/offboarding, account creation/disablement (M365, Azure AD, AD), device provisioning/decommissioning, and secure data handling.
• Configure user access: email, MFA, file permissions, group policies, and required software packages.
• Provide Tier 1 and basic Tier 2 technical support (network, email, login, printer, slowness) using PSA/RMM tools and escalate when needed.
• Perform basic administrative tasks on servers, firewalls, and M365 tenants under supervision; document fixes and update SOPs/runbooks.
• Monitor and resolve alerts from RMM tools; assist with patching, AV checks, backup verification, and periodic health/environment checks.
• Support senior engineers with infrastructure projects, cloud migrations, and system improvements.
• Contribute to process improvement by creating automation/PowerShell scripts and recommending permanent fixes for recurring issues.

Qualifications

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance
• Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

Help Desk Support

Posted 1 day ago

Job Description

Position: Help Desk Support

Location: Makati City

The Help Desk Support will serve as the first point of contact for clients\' inquiries and concerns related to Life Insurance, HMO/Medical benefits, and Personal Accident Insurance. This role ensures timely resolution, accurate information dissemination, and efficient coordination with providers and internal departments to support employees\' needs and enhance overall service satisfaction.

Key Responsibilities

• Assistance & Inquiry Handling
• Respond to queries related to insurance benefits, coverage, eligibility, and claims procedures.
• Provide accurate and timely information regarding Life, HMO/Medical, and Personal Accident insurance policies.
• Guide through claim filing, membership updates, and benefit availment.
• Coordination with Providers & Internal Teams
• Liaise with insurance providers for enrollment, renewals, endorsements, and claim resolutions.
• Escalate unresolved issues to the appropriate department or insurance provider.
• System & Record Management
• Update and maintain employee insurance records in the system.
• Ensure accuracy, confidentiality, and compliance with company policies and data privacy standards.
• Generate reports on insurance utilization, claim trends, and support ticket resolution.
• Process Improvement & Communication
• Provide feedback to improve internal processes related to employee insurance benefits.
• Assist in creating FAQs, guidelines, and communications to educate employees on their insurance benefits.
• Participate in insurance orientations, briefings, or wellness-related programs.

Qualifications

• Bachelor\'s degree Business Administration, or medical related field.
• At least 1–2 years of experience in help desk, or benefits administration (preferably with insurance handling).
• Familiarity with Life, HMO/Medical, and Personal Accident Insurance policies and processes.
• Strong communication and interpersonal skills with customer-service orientation.
• Proficient in MS Office and comfortable with HRIS/help desk ticketing systems.
• Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
• Ability to handle sensitive and confidential information with professionalism.
• Customer Service Orientation
• Problem-Solving and Analytical Thinking
• Attention to Detail and Accuracy
• Team Collaboration and Coordination
• Empathy and Patience in Handling Employee Concerns

Job Types: Full-time, Permanent

Pay: Up to Php38,000.00 per month

Application Question(s):

• Total Service desk experience in BPO International set-up:
• Do you have experience in Service now?
• Unemployed?

Help Desk Supervisor

Posted today

Job Description

Educational Background

' - Graduate in any discipline

Basic computer knowledge required (MS- Office Applications)

Proven ability to adapt to new tools by applying logical approach

Work experience as per the job grade.

Work Experience

The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for managing Tier 1 HR related queries from the client employees, line managers, vendors and other 3rd parties basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure. Responsible to ensure Service Levels and contractual compliance are adhered to.

This role requires mandatory periodic rotational shifts on 24/7 basis

5 days Work from office is mandatory requirement of the role

Knowledge and Experience

'- Excellent understanding of various processes of core HR Operations

• Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US

Employees

• Should have experience in using Workflow / case management tools like ServiceNow,

Good understanding of various HR Systems/ applications

Basic understanding of MIS

Good understanding of Quality Methodology and tools

Good understanding of Service level agreements and contractual compliance

requirements

Should have good Excel and Presentation skills

Should have excellent client and stakeholder management skills

Behavioral Attributes

' - Excellent written and verbal communication skills

Excellent probing, problem-solving, decision making and negotiation skills.

Logical and efficient, with keen attention to detail.

Effective Troubleshooting skills.

Learning agility – Aptitude to venture in to unknown territories.

Good researching skills

Core Role Responsibilities

' - Lead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties

Team management, Team engagement and Succession planning

Ensure appropriate staffing as required

Financial and contract Management

Ensure policies and procedures are followed and Zero noncompliance across the

Ensure the Service Levels are met consistently

Ensure data privacy requirements are followed with upmost focus. Drive regular

• Maintains and improves quality results by adhering to standards and guidelines;

recommending improved procedures

Manage expectations from client stakeholders and internal leadership

Prepare and present data in internal and client governance forums.

Ability to drive a culture of high performance, continuous improvement and motivate the teams

• Gather insights from the customer regarding seasonal spike in volumes, forecasting

and arrange appropriate staffing

Language requirement

Help Desk Technician

Mandaluyong, National Capital Region ₱ - ₱ Y Unity Outsourcing OPC

Posted today

Job Description

WORK SCHEDULE: Helpdesk Technician

Monday-Friday 6 am-3 pm MST (Manila time: 8 pm-5 am)

Remote (Work from home)

Helpdesk Technicians play a pivotal role in delivering exceptional service to our Managed Agreement clients by utilizing client\'s comprehensive technology stack. They adhere to established processes and procedures while actively contributing to the creation and maintenance of documentation for common issues, thereby streamlining recurring tasks. In addition to assisting in ticket scheduling and responding to phone and chat support requests, Technicians are responsible for diligently following up with end users and ensuring the resolution of all tickets. They are also skilled at identifying requests that fall outside the scope of existing agreements and taking appropriate action

Basic Functions

• Efficiently managing and resolving trouble tickets
• Facilitating effective communication with both internal teams and clients
• Offering responsive chat and phone support
• Independently coordinating their own schedules
• Maintaining meticulous document and file management
• Conducting quality assurance checks on completed tickets
• Educating and encouraging clients to adhere to best practices
• Proactively addressing ongoing issues and ensuring their resolution

Additional Duties and Responsibilities

• Providing valuable remote assistance to on-site technicians
• Identifying opportunities for process improvement and actively participating in their development
• Collaborating seamlessly within and across teams to ensure the swift resolution of issues and the completion of root cause analyses
• Rigorously testing solutions to prevent recurring issues and avoid short-term band-aid fixes
• Offering informed product recommendations from within our technology stack
• Recognizing out-of-scope (OOS) opportunities and furnishing comprehensive information required for successful project execution

Knowledge, Skills, and/or Abilities Required

• Hardware and Software Expertise: Proficient in the installation, configuration, and troubleshooting of hardware and software.
• Technical Troubleshooting: Exceptional problem-solving skills in technical scenarios.
• Effective Communication: Ability for collaboration with cross-functional teams and clients.
• Detail Orientation: Meticulous attention to detail in documentation, system changes, and ticket notes.
• Time Management: Effective multitasking and task prioritization.
• Adaptability: Ability to stay current with evolving IT technologies and industry trends.
• Fast-Paced Environment: Capability to excel in dynamic, fast-paced work settings.
• Interpersonal Skills: Strong interpersonal abilities for teamwork and client interactions.
• Continuous Learning: Willingness to acquire new skills and expand technical expertise.
• Customer-Centric Approach: Focused on delivering exceptional service and support.
• Analytical Thinking: Aptitude for diagnosing and resolving complex technical issues.

Bonus Points For

• Experience with macOS or Google Workspace administration
• Exposure to Azure, Hyper-V, or other virtualization technologies

How to Apply

When applying, please answer the following:

• Do you have MSP experience? (YES / NO)
• Office 365 management
• Active Directory
• Hyper-V
• Google Workspace
• macOS
• What certifications do you hold?
• What are your compensation requirements?
• Why are you leaving your current/last job? (It\'s okay to be honest.)
• Tell us about an IT project or achievement you\'re proud of.

Why you\'ll love working here: We value efficiency, learning, and collaboration. You\'ll get exposure to a wide range of tools and environments, sharpen your technical skills daily, and work with a team that has your back.

Help Desk Team Lead

Posted 1 day ago

Job Description

Responsibilities

• Providing technical support to teams within the organization when required
• Resolve customers\' enquiries or issues upon escalation from internal and external source, ensuring proper follow-up to the final closure.
• Maintaining and updating technical documents and procedures
• Identifying and resolving system issues
• Perform daily system monitoring, verifying integrity and availability of Cartrack\'s application
• Perform daily post installation/ QA validation
• Review systems and application logs for remote diagnostic of field devices
• Provide training and assistance to users of Cartrack application systems
• Provide on-site field support and installation
• Verify completion of scheduled jobs
• Internal IT support

Requirements

• Diploma or Degree in Electrical, Electronic and Telecommunications Engineering with outstanding academic performance or equivalent industry experience
• Minimum 3 years of experience in the IT service industry.
• Excellent communication and interpersonal skills
• Hands-on and a positive attitude
• Technically independent with good initiative
• Strong analytical problem-solving skills with an out-of-box approach in providing solutions

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