IT Support – Service Desk Analyst

5 days ago

Makati City, National Capital Region, Philippines Private Advertiser Full time $40,000 - $60,000 per year

We are looking for a proactive and technically skilled Service Desk Analyst to join our IT support team. You will be the first point of contact for end-users seeking technical assistance, responsible for diagnosing, troubleshooting, and resolving hardware, software, and network-related issues.

This role requires strong communication skills, a customer-focused mindset, and a solid foundation in IT systems and support processes.

Key Responsibilities:
  • Provide first-line technical support to internal users via phone, email, and ticketing system
  • Log, categorize, prioritize, and track support incidents and service requests using the ITSM tool
  • Troubleshoot and resolve hardware, software, printer, mobile device, and connectivity issues
  • Escalate complex issues to appropriate second- or third-line support teams as needed
  • Set up and configure desktops, laptops, and peripheral equipment for new users
  • Support user account management in Active Directory, Exchange, Office 365, etc.
  • Assist with onboarding and offboarding IT tasks for employees
  • Maintain accurate documentation of issues, solutions, and procedures
  • Monitor and follow up on outstanding tickets to ensure timely resolution and customer satisfaction
  • Adhere to IT policies, procedures, and service level agreements (SLAs)
Requirements:
  • Proven experience in an IT support or service desk role (1-3 years preferred)
  • Strong knowledge of Windows OS, Microsoft Office 365, and standard desktop applications
  • Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira, Zendesk)
  • Basic networking knowledge (IP, DNS, DHCP, VPN)
  • Excellent troubleshooting, communication, and problem-solving skills
  • Customer service-oriented with the ability to explain technical concepts clearly
  • Ability to work independently and manage multiple priorities
  • Flexibility to work in shifts or provide on-call support, if required
Preferred Qualifications:
  • ITIL Foundation certification
  • CompTIA A+, Network+, or similar certifications
  • Experience supporting Mac OS, mobile device management (MDM), or cloud platforms (e.g., Azure, Google Workspace)
  • Knowledge of security best practices and data protection policies

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