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eClerx logo
eClerx

Industry-focused specialists who manage and improve complex data-driven processes.

IT Helpdesk Analyst

IT SupportIT SupportFull TimeRemoteMid LevelTeam 10,001+Since 2000H1B SponsorCompany SiteLinkedIn

Location

Philippines

Posted

36 days ago

Salary

0

Seniority

Mid Level

2 yrs expEnglishDNSITSM

Job Description

IT Helpdesk Analyst

eClerx

• Serve as the first point of contact for all IT-related inquiries via phone, email, and ticketing system • Create, update, and manage support tickets in our IT service management system • Troubleshoot and resolve basic hardware, software, and network issues • Perform basic account management tasks including password resets, account unlocks, and permission modifications in Microsoft 365 • Assist users with Microsoft Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint, etc.) • Guide users through basic troubleshooting steps for hardware and software issues • Document solutions thoroughly for knowledge base development • Escalate complex issues to Level 2

Job Requirements

  • 1-2 years of help desk or technical support experience
  • Proficiency in English, both written and verbal communication
  • Experience with Microsoft Windows 10/11 operating systems
  • Strong knowledge of Microsoft Office 365 applications and services
  • Basic understanding of networking concepts (IP addressing, DNS, DHCP)
  • Experience using ticketing systems and remote support tools
  • Excellent customer service skills with a patient, empathetic approach
  • Strong troubleshooting and problem-solving abilities
  • Ability to clearly document technical issues and solutions
  • Organizational skills to manage multiple support requests simultaneously
  • Adaptability to work with varying systems across different business units
  • Willingness to learn new technologies and procedures

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