Global IT Help Desk Analyst

Avensys Consulting; Quezon City; Presencial; PHP 360.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Certification support

Mentorship from experienced leaders

Career growth opportunities

Descripción de la vacante

Avensys Consulting Inc. seeks skilled Service Desk/IT Helpdesk Analysts to join our Quezon City team. This full-time role supports global users across a fast-paced enterprise environment and collaborates with multiple IT and business teams to ensure high-quality IT support.

You will deliver first- and second-line technical support, manage incidents, assist with account administration, and contribute to knowledge management and service improvements in a dynamic, customer-focused setting.

Formación

• Bachelor's degree or equivalent in related field or experience.
• 3+ years as Service Desk/IT Helpdesk/Technical Support.
• Experience supporting global or international users and clients.
• Strong troubleshooting across desktop, software, hardware, and enterprise apps.
• Excellent customer service and communication skills.

Responsabilidades

• Provide first-line and second-line technical support via phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, access, and application issues.
• Handle incident management, service requests, and escalations per SLAs.
• Support user account administration, password resets, access requests, and identity management.
• Document incidents and resolutions in ITSM tools; maintain knowledge articles.
• Coordinate with infrastructure, application, network, and security teams to resolve issues.
• Monitor ticket queues and ensure timely updates and resolutions.
• Contribute to process improvements, knowledge management, and service optimization.

Conocimientos

Customer service

Troubleshooting

Incident management

Communication skills

Prioritization

Educación

Bachelor's degree or equivalent

Herramientas

ITSM tools

Descripción del empleo

Avensys Consulting Inc. seeks skilled Service Desk/IT Helpdesk Analysts to join our Quezon City team. This full-time role supports global users across a fast-paced enterprise environment and collaborates with multiple IT and business teams to ensure high-quality IT support.

You will deliver first- and second-line technical support, manage incidents, assist with account administration, and contribute to knowledge management and service improvements in a dynamic, customer-focused setting.