Service Desk Professional

2 days ago

Antipolo City, Calabarzon, Philippines beBeeSupport Full time $50,000 - $70,000

Are you looking for a role that allows you to drive innovation in the IT support industry? As a Service Desk Analyst, you will be responsible for streamlining IT support and providing white-glove end-user service desk support via phone, email, and chat.

Key Responsibilities:
  • Manage incidents and requests within the ServiceNow ticketing system
  • Perform and document daily ticket follow-ups with end-users within respective ticketing systems
  • Resolve username and password problems
  • Perform uninstall/reinstall of approved software applications to devices
  • Provide multifactor authentication, single sign-on, and VPN support
  • Perform software and application support
  • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories
  • Provide support for general 'how-to' inquiries
Requirements:
  • CompTIA A+ certification
  • Experience supporting Microsoft 365, Windows 10, and Active Directory
  • 1+ year Mac OS experience
  • Experience with the ServiceNow ticketing system
  • Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control
  • Experience remotely troubleshooting windows hardware and software break/fix issues
  • 2-3 years of progressive experience in a technical support role with an MSP or call center IT support environment
  • Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.
  • Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts
  • Understanding of call center metrics and KPIs
  • College or technology school degree preferred
  • Ability to multi-task and experience working in a fast-paced environment
  • Strong technical troubleshooting and customer service skills
  • Strong verbal and written communication skills
Why Join Us?

As a Service Desk Analyst, you will have the opportunity to work with emerging pharma and biotech organizations, freeing clients from internal IT demands and allowing them to advance their mission rapidly. You will be part of a team that values innovation and is committed to driving results.

We are seeking a skilled and experienced Service Desk Analyst who can provide top-notch support to our clients. If you are passionate about IT support and want to make a real difference, we encourage you to apply.

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