IT Support Analyst

3 days ago

Bonifacio Global Metro Manila, Philippines Manpower Outsourcing Services, Inc. Full time

Qualifications & Skills:

  • Bachelor's degree in Information Technology, or any IT-related field.

  • At least 1 year of experience in operations, customer support, or end user services.

  • Familiarity with ticketing tools like Jira

  • Understanding of incident management, user enablement, and SLA-driven support models.

  • Excellent communication and organizational skills.

  • Analytical mindset with ability to generate reports and insights.

  • Ability to work across time zones and collaborate with global teams.

Key Competencies:

  • Customer Service Orientation

  • Attention to Detail

  • Communication & Collaboration

  • Process Improvement

  • Reporting & Documentation

Job Title – Operations and Support Services Specialist

The Operations and Support Services Specialist role is responsible for ensuring seamless user experience across platforms by providing high-quality operational, technical, and enablement support. This position combines customer support, end user training, and other user engagement activities to drive adoption, efficiency, and satisfaction across the organization.

Key Responsibilities:

1. End User Support


• Provide L1 (Level 1) support coverage through ticket management, ensuring timely resolution of incidents.


• Diagnose and resolve user-reported issues; escalate as necessary to higher support tiers or development teams.


• Facilitate bug reporting and feature request tracking, ensuring feedback is documented and prioritized.


• Oversee user account management, including provisioning, access requests, and permissions updates.


• Process and coordinate training requests from internal teams or end users.

2.User Enablement


• Conduct user onboarding sessions to ensure smooth adoption of tools and systems.


• Maintain and distribute user adoption reports, tracking engagement metrics and identifying areas for improvement.


• Support ongoing communication through newsletters and updates on new features, releases, or best practices.


•Develop and maintain e-learning materials and training content.


• Conduct and analyze user feedback surveys to improve processes and support delivery.

3.  Operations Management


•Manage incident response processes, including escalation paths and root cause documentation.


• Perform project retrospective reviews to identify lessons learned and improvement opportunities.

Compensation and Benefits

  • HMO
  • LIFE INSURANCE
  • 15 DAYS VL (pro-rated)
  • 15 DAYS SL (pro-rated)

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