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Exceptional customer service and business process outsourcing for high-growth companies
IT Service Desk Analyst
Location
Philippines
Posted
88 days ago
Salary
0
Seniority
Senior
Job Description
IT Service Desk Analyst
Peak Support
• Manage tasks within the Microsoft 365 Admin Center and Azure AD, including user account creation, modification, and deactivation; group management; security configurations; and access control. • Provide technical support and troubleshooting for end-user hardware and software issues, including laptops and peripheral devices. • Respond promptly to user inquiries, diagnose and resolve technical issues efficiently, and escalate complex problems to the appropriate teams when necessary. • Process user onboarding and offboarding, ensuring proper account provisioning, access management, and equipment support. • Provide end-to-end support during high-priority incidents or outages to ensure timely resolution and minimal business disruption. • Deliver immediate technical assistance for VIPs or executive users when required. • Assist users with software installations, updates, and configuration settings, ensuring compatibility and compliance with organizational policies. • Collaborate with cross-functional teams to implement and maintain IT infrastructure, including network connectivity, email systems, and security measures. • Perform routine system maintenance, including monitoring system performance, applying security patches, and coordinating software updates. • Assist in responding to security incidents and vulnerability management tasks to ensure risks are promptly mitigated and reported to the appropriate teams. • Create and maintain accurate documentation of IT procedures, user guides, and knowledge base articles to support self-service resources. • Liaise with external vendors and service providers to coordinate support and troubleshoot issues when necessary. • Handle ad hoc tasks, projects, and assignments as directed by IT Operations management. • Perform other duties as assigned by management.
Job Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Proven experience as an IT Support Specialist, Service Desk Analyst, or similar role, with a focus on Microsoft 365 and Azure AD administration.
- Strong knowledge of Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive, with the ability to troubleshoot related issues.
- Familiarity with Azure AD, including user and group management, security groups, conditional access, and single sign-on (SSO) configurations.
- Proficiency in Windows and macOS operating systems, including hardware troubleshooting, software installation, and system configuration.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues independently or with minimal supervision and can collaborate with relevant teams.
- Strong written and verbal communication skills to effectively support end users and coordinate with vendors or service providers.
- Ability to prioritize and multitask in a fast-paced environment, managing multiple requests and projects simultaneously.
- Proactive and self-motivated, with a strong customer service orientation and willingness to learn and adapt to new technologies.
- Experience with ITSM tools such as Freshservice, ServiceNow, or ManageEngine ServiceDesk is an advantage.
- Experience supporting security incident response and vulnerability management activities is an advantage.
- IT certifications such as ITIL or CompTIA are not required but will be considered a plus.
- Amenable to working on a rotational shift schedule and being on-call or extending hours when needed in business.
Benefits
- Work-from-Home PLUS model
- Exceptional work environment
- Long-term career opportunities
- Positive and encouraging culture
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