Global IT Helpdesk Analyst – Windows & M365 Support

Genfinity; Manila; Hybrid; PHP 609,000 - 730,000; Full time

Benefits offered by this job

Global IT exposure

Career development

Competitive compensation

Job summary

Genfinity is seeking an IT Helpdesk Analyst – Global Service Desk to provide frontline support for worldwide pharmaceutical and manufacturing operations. You will manage incidents and service requests, troubleshoot issues, and ensure timely, high‑quality support across regions.

The role requires a proactive, detail‑oriented individual who can communicate clearly with a diverse global user base and collaborate with regional IT teams to maintain consistent service delivery while following ITIL and

Qualifications

• Bachelor’s degree in computer science, IT, or related field.
• 1–3 years’ experience in an IT Helpdesk/Service Desk.
• Familiarity with ITSM tools; FreshService preferred.
• Strong knowledge of Windows, Microsoft 365, and enterprise apps.
• Understanding of ITIL practices and escalation workflows.
• Excellent communication and problem‑solving skills.
• Experience with ERP/QMS systems (QAD, ZenQMS) is a plus.

Responsibilities

• Provide frontline IT support and manage incident tickets.
• Troubleshoot issues across Windows and MS 365.
• Handle service requests with approved workflows.
• Escalate to regional teams and communicate progress.
• Follow SOPs for onboarding, offboarding, access management.
• Collaborate with regional IT teams for global service delivery.

Skills

Strong communication

Customer service

Problem solving

multitask

ITIL practices

Education

Bachelor's degree (CS/IT)

ITIL Foundation

Tools

FreshService

QAD

ZenQMS

MS 365

Job description

Genfinity is seeking an IT Helpdesk Analyst – Global Service Desk to provide frontline support for worldwide pharmaceutical and manufacturing operations. You will manage incidents and service requests, troubleshoot issues, and ensure timely, high‑quality support across regions.

The role requires a proactive, detail‑oriented individual who can communicate clearly with a diverse global user base and collaborate with regional IT teams to maintain consistent service delivery while following ITIL and