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Information Technology

IT Helpdesk Analyst

Manila

The IT Helpdesk Analyst is responsible for providing technical support and managing all IT‑related incidents, problems, and service requests. This role includes installing and configuring computer systems, diagnosing hardware and software issues, and resolving technical problems via phone, email, or face‑to‑face support.

Key Responsibilities

  • Provide first-level technical support for all IT-related incidents, problems and requests.
  • Log and update tickets in the ITSM Ticketing system.
  • Provide basic network technical support – WAN and LAN connectivity.
  • Monitor the Company’s monitoring and management system alerts and notifications
  • Perform rotational on-call responsibilities during nights and weekends
  • Address and resolve incidents and requests while engaging other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Maintain a high degree of customer service and always adhere with the group’s process and procedures.
  • Ensure that response and resolution time are met as defined in the SLA.
  • Understand and follow escalation and major-incident management procedures.
  • Document, maintain and update the knowledge base database as required.
  • Create a positive customer support experience by deeply understanding issues, ensuring timely resolution or escalation, providing prompt updates and handling every customer with professionalism.
  • Assist the local centre teams and provide onsite support when required.
  • Provide other IT-related support as needed.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
  • Minimum 3 years of experience in a Service Desk environment with experience MicrosoftO365, Active Directory and general IT Technical Support
  • Willing to work on a shifting schedule, including holidays and weekends
  • Strong verbal and written communication skills in English.
  • Experience using IT Service Management (ITSM) tools or IT ticketing systems.
  • ITIL Foundation certification is an advantage but not required.
  • Must have knowledge of the following :
    • Windows 10 or higher
    • MS O365
    • MS Active Directory
    • MS Office including Outlook
    • Common IT applications and Hardware (Desktop, laptop, printer)
    • Basic networking (WIFI & LAN)
    • Basic Phone/ VOIP application.

Key Competencies

  • Strong analytical skills to identify, isolate, and fix hardware/software issues.
  • Familiarity with cybersecurity basics, password resets, and remote support tools.
  • Experience with ITIL‑based ticketing platforms (e.g., ServiceNow, Freshdesk, Freshworks).

 

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