Global Service Desk Analyst I - Hybrid Support

rimestechnologies; Manila; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

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

Responsibilities include triaging, categorising, and resolving tickets via Jira Service Management, providing first-line support for Windows, macOS, Microsoft 365, Teams,

Qualifications

• Bachelor's degree or equivalent practical experience in IT.
• Up to two years in IT support or service desk.
• Hands-on with Windows/macOS and basic networks.
• Experience with Jira Service Management or similar.

Responsibilities

• Act as the first point of contact for internal IT support via Jira Service Management.
• Triage, categorise, prioritise tickets and maintain records.
• Fulfil standard requests end to end using documented procedures.
• Provide first-line support for Windows, macOS, M365, Teams, SharePoint, OneDrive, VPN and AV.

Skills

Windows & macOS troubleshooting

Customer service mindset

Clear communication

Remote desktop knowledge

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Jira Service Management

Microsoft 365 administration

Intune

Entra ID

SharePoint

Confluence

Job description

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

Responsibilities include triaging, categorising, and resolving tickets via Jira Service Management, providing first-line support for Windows, macOS, Microsoft 365, Teams,