Global IT Service Desk Analyst I - Hybrid Support

Rimes; Manila; Hybrid; PHP 320,000 - 420,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Core hours 2pm-11pm

Work from home options

Job summary

Rimes is seeking a Global Service Desk analyst to be the first point of contact for colleagues across the organization. You will resolve day-to-day IT issues, keep users informed and help maintain a reliable, responsive support experience while building broad technical expertise across modern workplace technologies.

The role requires a Bachelor's degree in IT or CS, up to two years' experience, and hands-on support with Windows, macOS, Microsoft 365, Jira Service Management, and remote tools.

Qualifications

• Bachelor's degree in information technology, Computer Science or a related discipline, or equivalent practical experience.
• Up to two years of experience in an IT support, service desk, desktop support or similar role.
• Hands-on experience troubleshooting Windows and macOS, with foundational knowledge of networks and remote desktop support tools.
• Basic knowledge of Microsoft 365 administration, including Exchange, Teams, SharePoint, Intune and Entra ID.
• Experience with Jira Service Management or an equivalent ticketing platform, with an understanding of queues, request types, SLAs and workflows.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.
• A customer-focused, empathetic and disciplined approach, with attention to detail, accurate documentation and willingness to follow established procedures and shift requirements.

Responsibilities

• Act as the first point of contact for internal IT support through Jira Service Management, including the portal, tickets, chat and telephone.
• Triage, categorise and prioritise tickets accurately, maintain clear records and resolve or route requests within agreed service levels.
• Fulfil standard requests end to end using documented procedures, including password resets, MFA unlocks, access requests and user account updates.
• Provide first-line support for Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, printing and audio/video conferencing.

Skills

IT support

Windows/macOS

Jira Service Management

Microsoft 365 admin

Customer focus

Education

Bachelor's degree in IT or CS

Tools

Jira Service Management

Microsoft 365

Intune

Entra ID

Remote desktop tools

Job description

Rimes is seeking a Global Service Desk analyst to be the first point of contact for colleagues across the organization. You will resolve day-to-day IT issues, keep users informed and help maintain a reliable, responsive support experience while building broad technical expertise across modern workplace technologies.

The role requires a Bachelor's degree in IT or CS, up to two years' experience, and hands-on support with Windows, macOS, Microsoft 365, Jira Service Management, and remote tools.