Global IT Service Desk Analyst I — Hybrid Support

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

Job summary

Rimes Technologies is seeking a Global Service Desk professional to serve as the first point of contact for colleagues worldwide. You will resolve day-to-day IT issues, keep users informed, and help maintain a reliable, responsive support experience while expanding your expertise across modern workplace technologies.

You will handle requests for Windows and macOS, Microsoft 365, SharePoint, Teams, VPN, printing, and AV conferencing, and work in a flexible hybrid schedule with core hours from 2pm

Qualifications

• Bachelor's degree in information technology, Computer Science or related discipline, or equivalent practical experience.
• Up to two years of IT support, service desk, or similar role.
• Strong written and verbal communication skills.
• Ability to explain technical issues clearly to non-technical users.

Responsibilities

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

Skills

Windows troubleshooting

macOS troubleshooting

Written and verbal communication

customer-focused approach

Education

Bachelor's degree in IT/CS

Tools

Jira Service Management

Confluence

Intune

Entra ID

Job description

Rimes Technologies is seeking a Global Service Desk professional to serve as the first point of contact for colleagues worldwide. You will resolve day-to-day IT issues, keep users informed, and help maintain a reliable, responsive support experience while expanding your expertise across modern workplace technologies.

You will handle requests for Windows and macOS, Microsoft 365, SharePoint, Teams, VPN, printing, and AV conferencing, and work in a flexible hybrid schedule with core hours from 2pm