Global Service Desk Analyst Level I

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 provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.

The Opportunity

Join our Global Service Desk as the first point of contact for colleagues across Rimes' global user base. 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.

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.

Requirements

• 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.
• Familiarity with Intune, SCCM, Microsoft Defender or other endpoint management and security tools.
• Exposure to Autopilot, Patch My PC, PDQ or similar device provisioning and application deployment tools.
• Experience using Confluence, maintaining knowledge bases or producing technical documentation.
• Awareness of AI-enabled support tools such as Copilot, AI-assisted triage, ticket summarisation and knowledge-base authoring.
• Use knowledge articles consistently, identify gaps and draft or update guidance for recurring issues while providing clear customer updates throughout the ticket lifecycle.

Work Life Balance: Flexible hybrid work environment, core hours 2pm – 11pm.

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.