Service Desk Analyst I

This role is remote located in our Manila, or Cebu.Full-TimeEntry

Salary not disclosed

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Job Details

Experience: Minimum 1-3 years’ experience in a Help Desk/Service Desk or other IT role; Minimum 1-3 years’ experience in Google Workspace troubleshooting and administration tasks; Minimum 1-3 years’ experience supporting Apple MacOS
Required Skills: CitrixGoogle WorkspaceiOS

Have 1–3 years of experience in a Help Desk/Service Desk or other IT role.
Have 1–3 years of experience troubleshooting and administering Google Workspace.
Have 1–3 years of experience supporting Apple macOS.
Have basic knowledge of PCs, operating systems, applications, networks, and hardware concepts.
Bring analytical and problem-solving skills.
A college degree, technical school qualification, or equivalent experience is preferred.
CompTIA A+, Network, Microsoft, or other industry-standard certifications are preferred.
Experience setting up email accounts, and experience with VPN and Citrix, are preferred.
Have knowledge of AD, Microsoft Office 365, Microsoft Servers, and iOS for iPhone, MacBook, and iPad.
Be available to work an eight-hour shift five days per week, with shifts that may change and may include ongoing Saturday or Sunday coverage.
Work at least three holidays per year.
Use a personal mobile phone with US compatibility for MFA access to Netrix systems.
Provide onsite support at customer locations as required.

Provide tier-one technical support through incoming call and email queues.
Monitor network management tickets, troubleshoot critical network problems, and escalate issues to the appropriate provider.
Research, resolve, and respond to incidents and requests using the Knowledge Base and incident management standards.
Create user accounts and access rights when applicable, and follow security and identity verification guidelines.
Manage open incidents by following up with support personnel and affected users to support timely resolution.
Educate clients on system operations and applications, and maintain effective user relationships.
Write technical support procedures for publication in the knowledge base.
Communicate problem trends and unresolved problems to Service Desk staff and management.
Participate in onboarding and training, team projects, and service desk process improvement.

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