Role Summary
The IT Helpdesk Analyst Global Service Desk will provide frontline IT support to worldwide pharmaceutical and manufacturing operations. This role is responsible for managing incident and service request tickets, troubleshooting technical issues, and ensuring timely, high-quality support across multiple regions.
The successful candidate will be proactive, detail-oriented, and adept at supporting a diverse global user base while collaborating with regional IT teams to maintain consistent service delivery.
This is a hands-on role requiring strong technical knowledge, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
1. Frontline Support & Ticket Management (25%)
- Monitor, triage, and resolve incoming incidents and service requests in FreshService ITSM
- Ensure accurate categorisation, prioritisation, and ownership of all tickets
2. Service Request Handling (20%)
- Process and fulfil standard service requests (user access, software installation, hardware setup, account changes)
- Follow established approval workflows and escalate to relevant teams when required
- Ensure all completed requests meet quality, security, and compliance standards
3. Technical Troubleshooting (25%)
- Diagnose and resolve issues across Windows environments, enterprise applications (e.g., QAD, ZenQMS), desktop hardware, and Microsoft 365 tools
- Provide first-contact fixes where possible, escalating efficiently when needed
- Support connectivity issues, MFA challenges, account problems, and device setup
4. Escalation & Communication (10%)
- Escalate tickets to regional or specialist teams following SOPs
- Communicate clearly with users and stakeholders regarding ticket progress and timelines
5. Process & Compliance (10%)
- Follow SOPs for onboarding, offboarding, incident response, and access management
- Adhere to internal security standards, including software installation controls and user access policies
- Contribute to documentation updates and knowledge-base improvements
6. Global Collaboration (10%)
- Work closely with regional IT teams across Europe, LATAM, North America, Canada, Africa, and AMEA
- Coordinate licensing, asset allocation, and recurring issues with stakeholders
- Help ensure consistent global service delivery and process alignment
Requirements- Bachelor's degree in computer science, Information Technology, or related field
- 13 years experience in an IT Helpdesk/Service Desk role
- Familiarity with ITSM tools (FreshService experience preferred)
- Strong technical knowledge of Windows environments, Microsoft 365, and enterprise applications
- Understanding of escalation workflows, ticket lifecycles, and ITIL practices
- Excellent communication, customer service, and problem-solving skills
- Ability to work under pressure and manage multiple competing priorities
- Experience with QAD, ZenQMS, or other ERP/QMS systems
- ITIL Foundation certification
- Previous experience supporting users across multiple global regions
What We Offer- Opportunity to be part of a global IT function supporting a growing international organization
- Exposure to diverse technical environments and enterprise applications
- Training and career development opportunities within a collaborative IT team
- Competitive compensation and benefits aligned with local standards
Work Arrangement- Location: Onsite work during probation period, work arrangement will be assessed to hybrid
after 6 months of probation period - Work Days: Monday to Friday
- Shift Schedule: 8AM to 5PM PH Manila time
- Compensation: Earn up to PHP 60,000 depending on experience
