System Analyst developing applications using Java Spring Boot and SQL developer Oracle for PCCW Solutions. Collaborating with stakeholders and mentoring junior developers in system analysis.
About the role
- IT Service Desk Analyst providing first-level technical support across departments. Collaborating with teams to manage support requests and ensure efficient technical operations in a hybrid setting.
Responsibilities
- Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and software, both onsite and remotely.
- Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other communication channels.
- Set up new user accounts and email addresses, configure Outlook desktop, and perform password resets.
- Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
- Perform onboarding and offboarding tasks, including equipment setup, software configuration, and access provisioning or deprovisioning.
- Install and uninstall software applications as needed based on department requirements.
- Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser-related issues.
- Utilize tools such as ScreenConnect for remote support and Tanium for asset management and inventory tracking.
- Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to minimize downtime.
- Ensure all support activity is well-documented in accordance with internal standards and service-level agreements (SLAs).
- Contribute to technical documentation, knowledge bases, and SOPs to support continual service improvement.
- Stay informed of evolving technologies, particularly those related to Windows environments and enterprise software tools.
Requirements
- 2+ years of direct end-user support experience in a service desk or technical support role.
- Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise software tools.
- Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).
- Familiarity with using and managing ticketing systems (preferably Zendesk).
- Experience with asset management platforms (Tanium preferred) and remote support tools (ScreenConnect or similar).
- Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels.
- Strong problem-solving skills and the ability to work independently or as part of a team.
- Familiarity with supporting both Windows and macOS systems is a plus.
- College degree in Information Technology, Computer Science, or a related field preferred
Benefits
- Above market salary
- HMO on Day 1 for principal and two dependents
- Government-mandated benefits
- Performance-based Incentives
- Quarterly Company Events
- 1,000 PHP De Minimis
- Equipment and software provided
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