Global IT Helpdesk Analyst – Windows, MS 365 & ERP Support

genfinity; Philippines; On-site; PHP 609,000 - 730,000; Full time

Benefits offered by this job

Global exposure

Training and career development

Competitive compensation and benefits

Diverse technical environments

Job summary

Genfinity’s IT Helpdesk Analyst – Global Service Desk provides frontline IT support to a worldwide operations network from the Philippines. You will manage incidents and service requests across regions, troubleshoot issues, and ensure high-quality support while aligning with security and compliance standards.

The role emphasizes proactive communication, strong technical skills in Windows and enterprise apps, and collaboration with regional IT teams to deliver consistent service.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• 1–3 years’ IT Helpdesk/Service Desk experience.
• Familiarity with ITSM tools (FreshService preferred).
• Strong technical knowledge of Windows environments, Microsoft 365, and enterprise applications.
• Understanding of escalation workflows, ticket lifecycles, and ITIL practices.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Experience with QAD, ZenQMS, or other ERP/QMS systems.
• ITIL Foundation certification.
• Previous experience supporting users across multiple global regions.

Responsibilities

• Frontline Support & Ticket Management: monitor, triage, and resolve incidents and requests using FreshService ITSM.
• Service Request Handling: process standard requests and follow approval workflows to complete tasks.
• Technical Troubleshooting: diagnose and resolve Windows, M365, and enterprise app issues; provide first-contact fixes.
• Escalation & Communication: escalate to regional or specialist teams and update users on progress.
• Process & Compliance: follow onboarding, offboarding, incident response, and access policies; contribute to docs.
• Global Collaboration: coordinate with regional IT teams worldwide to maintain consistent service delivery.

Skills

Communication skills

Customer service

Problem-solving

Prioritization

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

FreshService

Windows

Microsoft 365

ERP/QMS systems

Job description

Genfinity’s IT Helpdesk Analyst – Global Service Desk provides frontline IT support to a worldwide operations network from the Philippines. You will manage incidents and service requests across regions, troubleshoot issues, and ensure high-quality support while aligning with security and compliance standards.

The role emphasizes proactive communication, strong technical skills in Windows and enterprise apps, and collaboration with regional IT teams to deliver consistent service.