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helpdesk analyst

7 hours ago

Olongapo City, Central Luzon, Philippines Exact Star Subic Bay Corporation Full time

Summary

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

  • Ticket Management
  • Respond to and resolve open tickets in a timely manner.
  • Escalate tickets to the appropriate teams when additional expertise is required.
  • Ensure all tickets contain complete information and accurate documentation.
  • User Support
  • Provide support via chat, phone, email, and in-person interactions.
  • Assist remote staff, production admins, and executives with technical issues.
  • Follow up with users and stakeholders until resolution is confirmed.
  • System & Tools Support
  • Provide first-level support in a Windows environment, including user accounts, printers, shared drives, and desktop issues.
  • Manage Active Directory tasks such as account creation, password resets, and access control.
  • Support Google Workspace, Microsoft 365, and Microsoft Intune for collaboration, communication, and endpoint management.
  • Troubleshoot email, productivity apps, and compliance policies.
  • Provide assistance with VoIP systems (softphones, desk phones, PBX platforms) and ensure continuity of service.
  • Troubleshoot web-based tools used in production and business operations.
  • Reporting & Communication
  • Generate and maintain reports on ticket activity, metrics, and trends.
  • Act as a liaison during high-impact incidents to ensure clear communication between stakeholders.
  • Provide updates on ticket status to both users and management.
  • Collaboration
  • Work closely with the IT Field Support team to handle physical issues or escalations.
  • Support the field service team during peak hours when needed.
  • 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 2