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 the creation, modification, and deactivation of user accounts; management of groups; security settings; and access controls.

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

• Quickly respond to user inquiries, efficiently diagnose and resolve technical issues, and escalate complex problems to the appropriate teams when required.

• 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 ensure timely resolution and minimize business disruption.

• Deliver immediate technical assistance to VIPs or executive users as needed.

• Aid users with software installations, updates, and configuration settings, ensuring compatibility and adherence to organizational policies.

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

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

• Assist in addressing security incidents and managing vulnerabilities to ensure risks are promptly mitigated and communicated to the relevant 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 manage support and troubleshoot issues when necessary.

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

• Execute other duties as assigned by management.

⛳️ Requirements

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

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

• Strong understanding of Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive, with the capacity to troubleshoot associated issues.

• Familiarity with 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.

• Exceptional problem-solving and analytical skills, capable of diagnosing and resolving technical issues independently or with minimal supervision, while collaborating with relevant teams.

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

• Ability to prioritize tasks and multitask in a dynamic environment, managing multiple requests and projects concurrently.

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

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

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

• IT certifications such as ITIL or CompTIA are not mandatory but will be considered beneficial.

• Willingness to work on a rotational shift schedule and to be on-call or extend hours when necessary for business needs.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities

• Work-from-home options

• Career growth opportunities