Technical Helpdesk Analyst

7 days ago


Quezon City, National Capital Region, Philippines JK Network Services Full time

About JK Network Services

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JK Network Services is a global leader in business process, consultancy, and information technology services, helping organizations achieve their goals through innovative solutions and expertise.

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Job Overview

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We are seeking an experienced Technical Helpdesk Analyst to join our team as a Service Desk Analyst. As a key member of our support team, you will be responsible for providing technical assistance to end-users via phone, email, and chat.

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Key Responsibilities

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  1. Provide L1 technical support for IT-related queries via phone, email, and chat.
  2. Troubleshoot hardware, software, and network issues for end-users.
  3. Log, track, and escalate tickets using ITSM tools (e.g., ServiceNow).
  4. Reset passwords, manage user access requests, and ensure security compliance.
  5. Collaborate with L2/L3 teams for complex issue resolution.
  6. Maintain a knowledge base and document troubleshooting steps.
  7. Provide remote desktop support and guide users through troubleshooting steps.
  8. Ensure SLA (Service Level Agreement) compliance and timely issue resolution.
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Requirements

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  • At least 1 year of experience in IT Service Desk, Helpdesk (Hardware and Software).
  • Strong knowledge of Windows OS, MS Office, Outlook, and Active Directory.
  • Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent.
  • Ability to work in Shifting Schedule.
  • Willingness to work ONSITE.
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What We Offer

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We offer a competitive salary package, comprehensive training programs, and opportunities for career advancement.


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