Associate Helpdesk Analyst

Q2 HR Solutions; Mandaluyong; Hybrid; PHP 411,301 - 492,658; Full time

Job summary

A technology solutions provider is seeking an Associate Helpdesk Analyst based in Manila. The role serves as a central point of contact for IT support, focusing on resolving incidents and service requests efficiently. The ideal candidate should possess strong communication skills, experience in customer service, and proficiency in Active Directory and Office 365. This hybrid position covers onsite work on specified days and offers a salary of PHP 40,500 per month, with a commitment to excellent customer service.

Qualifications

• Strong communication skills (phone and email).
• Customer service-oriented with prior helpdesk experience.
• Detail-oriented with strong problem-solving abilities.
• Willing to work on a 24x7 shifting schedule including weekends and holidays.

Responsibilities

• Respond to calls, emails, and personal requests professionally.
• Troubleshoot and resolve issues within the GSS IT Helpdesk scope.
• Escalate out-of-scope issues to appropriate resolver groups.
• Participate in system testing, UAT, and implementation activities.
• Ensure compliance with SLAs and SOPs.

Skills

Strong communication skills

Customer service-oriented

Ticket and time management skills

Problem-solving abilities

Proficiency in Active Directory

Proficiency in MS Outlook

Proficiency in Office 365

Ability to troubleshoot general applications

Familiarity with SLAs and KPIs

Team player

Education

Bachelors/College Degree in a related field

Job description

About the job Associate Helpdesk Analyst

Job Title: Associate Helpdesk Analyst
Location: Manila
Work Setup: Hybrid: Monday/Wednesday Onsite | Tuesday/Thursday/Friday - WFH
Schedule Options: 8:00 AM to 5:00 PM
Salary Range: PHP 40,500/month

Job Summary:

The Associate Helpdesk Analyst serves as a central point of contact for IT support, ensuring business continuity by resolving incidents and service requests in a timely manner. The role involves safeguarding IT security, maintaining SLA compliance, and delivering excellent customer service to users globally.

Key Responsibilities:

• Respond to calls, emails, and personal requests professionally.
• Troubleshoot and resolve issues within the GSS IT Helpdesk scope.
• Escalate out-of-scope issues to appropriate resolver groups.
• Identify and escalation critical system/network issues to senior support.
• Stay updated with support scope and responsibilities.
• Follow and execute processes based on work instructions and documentation.
• Report outdated documentation to senior staff.
• Participate in system testing, UAT, and implementation activities.
• Ensure compliance with SLAs and SOPs.

Key Performance Indicators:

• Timely resolution of tickets with all underlying issues addressed.
• Meet or exceed attendance and reliability targets.
• Achieve customer satisfaction survey targets.
• Maintain complete and concise documentation.

Qualifications:

• Bachelors/College Degree in a related field (preferred but not required).
• Strong communication skills (phone and email).
• Customer service-oriented with prior helpdesk experience.
• Excellent ticket and time management skills.
• Detail-oriented with strong problem-solving abilities.
• Proficient in Active Directory, MS Outlook, and Office 365.
• Able to troubleshoot general applications (Office suite, OS, VPN, IE).
• Capable of working independently.
• Familiarity with SLAs and KPIs.
• Goal-oriented, self-motivated, and a team player.
• Willing to work on a 24x7 shifting schedule including weekends and holidays.