Global IT Service Desk Analyst I (Hybrid)

Rimes Technologies; Manila; Hybrid; PHP 268,000 - 469,000; Full time

Benefits offered by this job

Flexible hybrid work environment

Job summary

Rimes Technologies in Manila, Philippines, invites applications for the Global Service Desk role. As the first point of contact for colleagues across the global user base, you will resolve day-to-day IT issues, inform users, and help maintain a reliable, responsive support experience while building broad technical expertise in modern workplace technologies.

Core hours are 2pm–11pm with a flexible hybrid work environment.

Qualifications

• Bachelor's degree or equivalent practical experience in IT.
• Up to two years in IT support or service desk.
• Experience troubleshooting Windows and macOS.
• Basic knowledge of Microsoft 365 administration (Exchange, Teams, SharePoint, Intune, Entra ID).
• Experience with Jira Service Management and ticketing workflows.
• Strong written and verbal communication; ability to explain tech to non-tech users.
• Customer-focused, empathetic, and detail-oriented with documentation discipline.

Responsibilities

• Act as the first point of contact for internal IT support via Jira Service Management.
• Triage, categorize, prioritize tickets; maintain records and resolve or route requests within SLAs.
• Fulfill standard requests end-to-end using documented procedures (password resets, MFA unlocks, access requests, user updates).
• Provide first-line support for Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, and AV conferencing.

Skills

Customer focus

Communication skills

Documentation

Attention to detail

Problem solving

Teamwork

Time management

Education

Bachelor's degree in IT or CS

Tools

Jira Service Management

Microsoft 365 Admin

Intune

SharePoint

Teams

Entra ID

Job description

Rimes Technologies in Manila, Philippines, invites applications for the Global Service Desk role. As the first point of contact for colleagues across the global user base, you will resolve day-to-day IT issues, inform users, and help maintain a reliable, responsive support experience while building broad technical expertise in modern workplace technologies.

Core hours are 2pm–11pm with a flexible hybrid work environment.