IT Service Desk Analyst

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

📋 Description

• Oversee tasks within the Microsoft 365 Admin Center and Azure AD, including creating, modifying, and deactivating user accounts; managing groups; configuring security; and controlling access.

• Offer technical support and troubleshooting for hardware and software issues faced by end-users, including laptops and peripheral devices.

• Promptly address user inquiries, efficiently diagnose and resolve technical issues, and escalate complex problems to the appropriate teams as needed.

• Manage user onboarding and offboarding processes, ensuring proper account provisioning, access management, and equipment support.

• Provide comprehensive support during high-priority incidents or outages to guarantee timely resolution and minimal disruption to business operations.

• Deliver immediate technical assistance for VIPs or executive users when necessary.

• Assist users with software installations, updates, and configuration settings, ensuring compliance with organizational policies and compatibility.

• Collaborate with cross-functional teams to implement and maintain IT infrastructure, including network connectivity, email systems, and security measures.

• Conduct routine system maintenance, such as monitoring system performance, applying security patches, and coordinating software updates.

• Aid in responding to security incidents and managing vulnerabilities to ensure risks are swiftly mitigated and reported to the appropriate teams.

• Create and maintain precise documentation of IT procedures, user guides, and knowledge base articles to support self-service resources.

• Coordinate with external vendors and service providers to troubleshoot issues and coordinate support when necessary.

• Execute ad hoc tasks, projects, and assignments as directed by IT Operations management.

• Perform other duties as assigned by management.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

• Demonstrated experience as an IT Support Specialist, Service Desk Analyst, or in a similar position, with a focus on Microsoft 365 and Azure AD administration.

• In-depth knowledge of Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive, with the capability to troubleshoot related issues.

• Understanding of Azure AD, encompassing user and group management, security groups, conditional access, and single sign-on (SSO) configurations.

• Proficient 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.

• Strong written and verbal communication skills to effectively assist end-users and coordinate with vendors or service providers.

• Capacity to prioritize and manage multiple requests and projects in a fast-paced environment.

• Proactive and self-motivated, with a strong customer service orientation and a willingness to learn and adapt to new technologies.

• Experience with ITSM tools such as Freshservice, ServiceNow, or ManageEngine ServiceDesk is advantageous.

• Experience in supporting security incident response and vulnerability management activities is a plus.

• IT certifications such as ITIL or CompTIA are not mandatory but will be regarded positively.

• Willingness to work on a rotational shift schedule and be on-call or extend hours as needed for the business.

🏝️ Benefits

• Work-from-Home PLUS model.

• Exceptional service culture.

• Positive, encouraging, and performance-driven work environment.

• Opportunities for growth.