Helpdesk Analyst

10 hours ago

Olongapo City, Central Luzon, Philippines Exact Star Subic Bay Corporation Full time ₱300,000 - ₱450,000 per year

The Helpdesk Analyst provides first-level technical support and ensures timely resolution of IT-related issues. The role involves managing support tickets, assisting users across multiple communication channels, and escalating issues when necessary. The Helpdesk Analyst also supports remote and office-based staff, ensures accurate documentation, and helps maintain smooth IT operations in a 24/7.

Key Responsibilities

  1. Ticket Management

  2. Respond to and resolve open tickets in a timely manner.

  3. Escalate tickets to the appropriate teams when additional expertise is required.
  4. Ensure all tickets contain complete information and accurate documentation.

  5. User Support

  6. Provide support via chat, phone, email, and in-person interactions.

  7. Assist remote staff, production admins, and executives with technical issues.
  8. Follow up with users and stakeholders until resolution is confirmed.

  9. System & Tools Support

  10. Provide first-level support in a Windows environment, including user accounts, printers, shared drives, and desktop issues.

  11. Manage Active Directory tasks such as account creation, password resets, and access control.
  12. Support Google Workspace, Microsoft 365, and Microsoft Intune for collaboration, communication, and endpoint management.
  13. Troubleshoot email, productivity apps, and compliance policies.
  14. Provide assistance with VoIP systems (softphones, desk phones, PBX platforms) and ensure continuity of service.
  15. Troubleshoot web-based tools used in production and business operations.

  16. Reporting & Communication

  17. Generate and maintain reports on ticket activity, metrics, and trends.

  18. Act as a liaison during high-impact incidents to ensure clear communication between stakeholders.
  19. Provide updates on ticket status to both users and management.

  20. Collaboration

  21. Work closely with the IT Field Support team to handle physical issues or escalations.

  22. Support the field service team during peak hours when needed.
  23. Contribute to IT process improvements through documentation and feedback.

Requirements

  • Bachelor's degree in IT, Computer Science, or related field.
  • Proven experience in a Helpdesk or technical support role.
  • Strong troubleshooting skills in Windows environments.
  • Hands-on knowledge of Active Directory, Google Workspace, Microsoft 365, Microsoft Intune, VoIP systems, and web-based tools.
  • Proficiency in IT ticketing systems and service management tools.
  • Experience with remote support tools and endpoint management.
  • Excellent communication and customer service skills.
  • Ability to work under pressure and meet deadlines.
  • Strong organizational skills with attention to detail.
  • Willing to work on a rotational shifting schedule to support 24/7 operations.

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