About the Role
We are seeking a motivated and customer-focused IT Helpdesk Analyst to join our IT team. This role will serve as the first point of contact for technical support, assisting users with hardware, software, system access, and basic troubleshooting issues. The successful candidate will work closely with internal stakeholders and senior IT team members to ensure timely resolution of support requests while delivering an excellent user experience.
This is an excellent opportunity for an early-career IT professional looking to build a long-term career in IT support and service management.
Key Responsibilities
- Provide first-line technical support via phone, email, chat, and ticketing systems.
- Log, prioritize, track, and resolve support tickets in accordance with established SLAs.
- Troubleshoot and resolve common IT issues relating to hardware, software, user accounts, and network connectivity.
- Perform password resets, account provisioning, and access management tasks.
- Escalate unresolved or complex issues to senior support teams when appropriate.
- Follow up with users to provide updates and ensure satisfactory resolution.
- Assist with onboarding and offboarding activities, including system access setup and removal.
- Maintain accurate documentation of incidents, requests, and resolutions.
- Support Microsoft 365 applications, Windows operating systems, and business applications.
- Assist with basic IT asset management and inventory tracking.
- Adhere to IT security policies, data protection requirements, and company procedures.
- Contribute ideas for process improvements and knowledge base updates.
Qualifications & Experience
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field preferred.
- Fresh graduates are encouraged to apply.
- Up to 2 years of experience in IT support, service desk, helpdesk, technical support, or customer support roles.
- Experience in a BPO, service desk, or customer-facing environment is advantageous.
- Exposure to ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms is preferred.
Technical Skills
- Basic knowledge of Windows operating systems.
- Familiarity with Microsoft 365 applications.
- Understanding of Active Directory user management.
- Basic troubleshooting of hardware, software, printer, and connectivity issues.
- Knowledge of remote support tools is advantageous.
- Understanding of ticket management and helpdesk processes.
- Awareness of cybersecurity best practices.
Key Competencies
- Strong customer service orientation.
- Excellent verbal and written communication skills.
- Problem-solving and analytical thinking.
- Ability to work in a fast-paced environment.
- Strong attention to detail.
- Effective time management and prioritization skills.
- Willingness to learn and develop technical capabilities.
- Collaborative team player with a positive attitude.
What Success Looks Like
- Consistently meets ticket response and resolution SLAs.
- Delivers a positive end-user experience.
- Maintains accurate ticket documentation and updates.
- Demonstrates continuous learning and technical growth.
- Works effectively with team members and stakeholders to resolve issues.
Work Setup: Hybrid/Onsite (as required)
Location: Philippines
Shift: Amenable to AU hours and shifting schedules when required
Ideal Candidate Profile: A customer-focused IT professional with strong communication skills, basic technical troubleshooting capability, and the drive to develop into a well-rounded IT support specialist.
