Global IT Helpdesk Specialist

McKinsey & Company; Philippines; On-site; PHP 469,000 - 725,000; Full time

Job summary

McKinsey & Company in Manila is seeking an IT Support Analyst to join our Global Helpdesk. You will provide high-quality technical support to internal staff, resolving issues across Windows 11, macOS, and Microsoft 365 applications, while maintaining documentation and ticket queues.

As a core member of the GHD team, you will troubleshoot and resolve most issues independently, with escalation when needed, and collaborate with product teams on new technology releases.

Qualifications

• Bachelor's degree or equivalent practical experience in IT.
• 1+ year in IT support or service desk is preferred.
• Familiarity with ITSM/ticketing tools (e.g., ServiceNow) is a plus.
• Solid knowledge of Windows 11 and macOS troubleshooting.
• Experience with Microsoft 365 apps and common account issues (MFA, resets).
• Good understanding of networking basics and VPN troubleshooting.

Responsibilities

• Provide high-quality technical support to internal users and own end-to-end ticket resolution.
• Troubleshoot issues across Windows 11, macOS, M365 apps, MFA, and VPN connectivity.
• Manage ticket queue via ITSM, document steps, and meet service targets.
• Contribute to knowledge base maintenance and participate in small projects.
• Collaborate with IT service and product teams and support new tech testing.

Skills

Customer orientation

Problem solving

English communication

Ticket management

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Windows 11

macOS

Microsoft 365

Intune

Jamf

VPN

DNS/DHCP

Job description

McKinsey & Company in Manila is seeking an IT Support Analyst to join our Global Helpdesk. You will provide high-quality technical support to internal staff, resolving issues across Windows 11, macOS, and Microsoft 365 applications, while maintaining documentation and ticket queues.

As a core member of the GHD team, you will troubleshoot and resolve most issues independently, with escalation when needed, and collaborate with product teams on new technology releases.