IT Helpdesk Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary contact for all IT inquiries through phone, email, and the ticketing system.

• Create, update, and oversee support tickets within our IT service management platform.

• Diagnose and address basic hardware, software, and network-related problems.

• Execute fundamental account management duties such as password resets, account unlocks, and permission adjustments in Microsoft 365.

• Support users with Microsoft Office 365 applications (including Outlook, Teams, Word, Excel, PowerPoint, etc.).

• Walk users through elementary troubleshooting procedures for hardware and software challenges.

• Thoroughly document solutions for the development of the knowledge base.

• Refer complex issues to Level 2 support.

⛳️ Requirements

• 1-2 years of experience in help desk or technical support roles.

• Proficient in English with strong written and verbal communication skills.

• Familiarity with Microsoft Windows 10/11 operating systems.

• Solid knowledge of Microsoft Office 365 applications and services.

• Basic understanding of networking concepts, including IP addressing, DNS, and DHCP.

• Experience utilizing ticketing systems and remote support tools.

• Exceptional customer service skills with a patient and empathetic demeanor.

• Strong capabilities in troubleshooting and problem-solving.

• Ability to accurately document technical issues and their resolutions.

• Organizational skills necessary to manage multiple support requests at the same time.

• Flexibility to work with various systems across different business units.

• Eagerness to learn new technologies and processes.

🏝️ Benefits

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours and remote work possibilities.

• Supportive team environment and culture.