Global Service Desk Analyst I (Hybrid)

Rimes

Metro Manila

Hybrid

PHP 279,000 - 502,000

Full time

3 days ago

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Benefits offered by this job

Flexible hybrid work environment

Job summary

Rimes is seeking an IT Service Desk professional to be the first point of contact for internal users in a flexible hybrid environment. You will resolve day-to-day IT issues, guide users, and grow expertise across modern workplace technologies across Windows, macOS, and Microsoft 365.

Responsibilities include triaging tickets, adhering to SLAs, and handling password resets, MFA challenges, access requests, and user account updates. A strong customer focus and clear communication are essential.

Qualifications

Bachelor's degree in information technology, computer science or related field, or equivalent practical experience.
Up to two years of IT support/service desk experience.
Ability to troubleshoot Windows and macOS and basic knowledge of networks.

Responsibilities

Act as first point of contact for internal IT support via Jira Service Management.
Triage, categorize and prioritize tickets; maintain records and resolve or route within SLAs.
Fulfil standard requests end to end using documented procedures (password resets, MFA unlocks, access requests).
Provide first-line support for Windows, macOS, M365, Teams, SharePoint, OneDrive, VPN, printing and AV conferencing.