Help Desk Systems Analyst

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeSupport Full time ₱900,000 - ₱1,200,000
IT Support Specialist

The primary objective of this role is to provide first-line support for internal technology issues, offering assistance via various channels. This position requires a high level of technical expertise in troubleshooting and resolving complex problems.

This role serves as a critical component in maintaining the stability of IT operations by addressing Tier 1 and select Tier 2 support issues and managing user provisioning across multiple platforms. The IT Support Specialist will also contribute to the development of technical documentation and participate in IT process improvement initiatives.

Key Responsibilities:

  • Ticket Triage: Serve as the initial point of contact for support requests received through various channels (ticketing system, Teams, phone, email)
  • Issue Resolution: Triage and resolve Tier 1 issues; escalate unresolved items after an hour of investigation/troubleshooting
  • User Provisioning: Provide add/deactivate user accounts in Active Directory, Microsoft 365, Teams Voice, Intune, and other platforms
  • Device Deployment: Configure and deploy new Windows devices using Autopilot and Intune policies
  • End-User Support: Assist end-users with desktop/laptop issues, mobile device setup, email configuration, MFA setup (Microsoft Authenticator), and printer issues (Windows Print Server)
  • Application Installation: Install and configure business applications and tools
  • Remote Support: Provide remote support via Splashtop
  • Documentation: Log all support interactions and resolutions with attention to detail and within SLA expectations
  • Knowledge Base Management: Monitor ticket queue and ensure tickets are responded to and closed within SLA 90%+ of the time
  • Process Improvement: Document known issues, solutions, and update the IT knowledge base regularly
  • Collaboration: Collaborate with the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives
  • Automation: Identify recurring issues and flag opportunities for automation or process refinement
  • Onboarding: Provide new hire onboarding setup and support for all systems
  • Email Release: Assist with release of quarantined email requests

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