Help Desk Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 180,000 - 300,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a skilled Help Desk Technician to provide high-quality technical support to end users. The role requires working knowledge of Microsoft domain environments, Windows and Mac operating systems, Google Suite, and Office applications.

You will triage incidents, diagnose issues, and ensure user satisfaction while adhering to SLAs. The ideal candidate demonstrates strong problem-solving, clear communication, and the ability to adapt responses to the user's technical

Qualifications

• Experience as a Help Desk or customer support role.
• Proficient in Active Directory and Microsoft Office.
• Working knowledge of Windows and Mac operating systems.
• Familiarity with Google Suite and basic networking concepts.
• Experience with VPN basics and Exchange Admin is a plus.

Responsibilities

• Deliver quality technical support to end users with varying technical levels.
• Diagnose and resolve hardware, software, OS, connectivity, and peripheral issues on desktops and laptops.
• Document incidents and maintain ticket updates per procedures and SLAs.
• Assist users with system access, passwords, and software usage, ensuring issues are resolved before close.
• Answer support inquiries via chat, phone, or email and manage ticket backlog.

Skills

Help desk experience

Active Directory

Windows OS

Mac OS

Google Suite

Networking fundamentals

VPN basics

Exchange Admin

Microsoft Office

Customer support

Tools

Ticketing system

Job description

WHAT WE ARE LOOKING FOR:

The role requires a working knowledge of desktop support, Microsoft domain environments, Google Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office. Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, and VPN basics.

WHAT YOU'LL DO:

The role will deliver quality technical support service to end customers of varying technical backgrounds and ensure clients satisfaction by meeting or exceeding customer Service Level Objectives. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers. The role will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and knowledge to respond to, and diagnoses incidents through discussions with users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform incident triage and escal or resolve based upon incident scope.
• Diagnose and resolve hardware, software, operating system, application, connectivity, peripheral, and basic network issues affecting desktops and laptops.
• Document incidents accurately, perform troubleshooting within established procedures and SLOs, maintain ticket updates, and escal ... etc.
• Assist users with system access, password/account issues, software usage, device configuration, and common PC problems while providing clear instructions and confirming the issue is resolved before closure.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Objective targets.
• Keep up to date with knowledge base articles and other technical-related documentation.