Hybrid IT Service Desk Analyst – Level 2

AvePoint; Makati; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

HMO from day 1

Group life insurance

Wellness reimbursement

Paid annual & sick leaves

Compensation bonuses

Hybrid work arrangement

Travel opportunities for top perfomers

Job summary

AvePoint is seeking an IT Support Analyst to act as the first line of IT support, handling phone, email, and portal requests. You will manage user accounts, Office 365 tasks, and MS groups while providing timely updates to clients on resolution progress.

Ideal candidates have 4+ years in technical support, strong ticket ownership, and experience with ITSM tools. This role includes on-call duties and a hybrid work arrangement in Metro Manila.

Qualifications

• 4+ years in technical support or service desk.
• Proven ability to resolve tickets end-to-end.
• Experience coordinating with management to improve service levels.

Responsibilities

• Serve as first line of support for IT issues via phone/email/portal.
• Provide updates on resolution progress to clients.
• Manage Office 365, AD accounts, and MS group changes.
• Troubleshoot hardware/software tickets using ITSM tools.
• Escalate unresolved tickets to Senior Analysts and maintain ownership.
• Ensure on-call coverage during nights and weekends.

Skills

IT support

Ticket ownership

MS Teams

Active Directory

ITSM

Customer service

Education

Bachelor's degree in IT or related field

Tools

Office 365

Active Directory

MS Teams

ITSM tools

Job description

AvePoint is seeking an IT Support Analyst to act as the first line of IT support, handling phone, email, and portal requests. You will manage user accounts, Office 365 tasks, and MS groups while providing timely updates to clients on resolution progress.

Ideal candidates have 4+ years in technical support, strong ticket ownership, and experience with ITSM tools. This role includes on-call duties and a hybrid work arrangement in Metro Manila.