IT Process Analyst

2 days ago

Bonifacio Global Metro Manila, Philippines Guild Solutions, Inc. Full time ₱30,000 - ₱60,000 per year
Job Purpose

This role is designed to support the IT Manager in executing operational tasks, assisting in ongoing projects, and maintaining documentation and reporting. Will work closely with internal teams, vendors, and HQ counterparts. It will be instrumental in ensuring continuity and responsiveness as we continue our separation from HQ and build our standalone IT environment.

ROLE SUMMARY

  • Provide day-to-day IT support to staff
  • Assist in tenant migration and configuration tasks
  • Help document IT processes and governance policies
  • Track and report IT metrics and KPIs
  • Coordinate with vendors and internal stakeholders
  • Support onboarding/offboarding and asset management

KEY RESPONSIBILITIES

  • Manage and triage IT support tickets
  • Provide first-line support for hardware, software, and M365 tools
  • Assist in project execution and stakeholder follow-ups
  • Maintain IT documentation (SOPs, knowledge base, governance)
  • Track and report performance metrics and KPIs
  • Coordinate with vendors for equipment and services
  • Support office IT needs (equipment, repairs, purchases)
  • Help implement IT processes and governance under guidance

SKILL AREA

· Technical Support

o   Experience in troubleshooting hardware, software, and basic network issues

o   Familiarity with remote support tools and techniques

· Microsoft 365 Ecosystem

o   Proficiency in Outlook, Teams, SharePoint, OneDrive

o   Experience with Entra ID, Defender, Purview

· Ticketing Systems

o   Ability to manage and triage support tickets

o   Experience with ITIL-based workflows or systems like Freshdesk, Jira, etc.

· Documentation

o   Ability to create and maintain SOPs, guides, and process documents

o   Experience maintaining a SharePoint-based knowledge base

· Stakeholder Coordination

o   Strong communication and follow-up skills

o   Experience working with cross-functional teams or external vendors

· IT Asset Management

o   Basic understanding of inventory tracking and asset lifecycle

o   Familiarity with asset management tools or platforms

· Project Support

o   Ability to assist in project execution and testing

o   Exposure to project management tools (e.g., Planner, Trello, Asana)

· Metrics & Reporting

o   Ability to track and report basic KPIs and performance metrics

o   Experience with Power BI or Excel dashboards

· Security Awareness

o   Basic understanding of IT governance and security principles

o   Exposure to ISO/IEC 27001 or similar frameworks

· Tenant Migration & Configuration

o   Exposure to Microsoft 365 tenant migration and basic configuration tasks

o   Experience with full migration lifecycle, including security and compliance setup

· Certifications

o   Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a strong plus

· Client-Facing Experience

o   Experience supporting or coordinating with external clients

· Soft Skills

o   Organized, proactive, and detail-oriented

o   Ability to work independently and suggest process improvements

EXPERIENCE AND EDUCATIONAL BACKGROUND

· Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

· Minimum of 2–3 years of experience in an IT support or IT operations role, ideally within a corporate or enterprise environment.

BENEFITS:

  • Competitive salary and benefits package
  • Hybrid and a morning shift working hours
  • Collaborative, supportive, values-driven and inclusive work environment.
  • Professional development and career growth pathways

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