Hybrid IT Service Desk Analyst — Microsoft 365 & Windows

AvePoint; Makati; Hybrid; PHP 450,000 - 750,000; Full time

Benefits offered by this job

HMO coverage

Group life insurance

Wellness reimbursement

Paid annual and sick leaves

Paid compassionate leave

Employee referral bonus program

Career growth & advancement

Job summary

AvePoint is hiring a Service Desk Analyst to support clients via phone, email, and portal. You will manage tickets, coordinate with technical staff, and keep clients updated on resolution progress, including configuring accounts and deployments per client standards.

You will troubleshoot Office 365 and Microsoft tools, escalate when needed, and maintain ownership of requests from initiation to closure, while observing security protocols and contributing to SOPs.

Qualifications

• 4+ years of experience in technical support or service desk roles.
• Proficient in using Microsoft Teams for escalation and collaboration.
• Commitment to security protocols and client confidentiality.
• Ability to create and update SOPs and documentation.

Responsibilities

• Act as the first line of support for IT issues via phone/email/portal/client-facing
• Provide regular updates to clients regarding resolution and progress
• Office 365, Active Directory account creations, edits, and terminations
• Distribution, security, and MS group creations and edits
• Configure and deploy workstations per client standards
• Troubleshoot and resolve hardware & software tickets using ITSM tools
• Microsoft 365 Office troubleshooting (Outlook, Teams, Excel, Word)
• Escalate unresolved tickets to Senior Analysts and own the request
• Support clients with Apple devices
• Server and infrastructure support (On-prem and In-cloud)
• Track time for every minute spent on a ticket
• Create SOP documentation for JR Analyst to reference
• Ensure On-Call coverage during nights and weekends (1:00-10:00 PM EST weekdays; 7:00-22:00 EST weekends)
• Note: on-call hours restricted to emergencies only

Skills

Technical support

Customer service

Team collaboration

Communication

Tools

Microsoft Teams

ITSM tools

Office 365

Active Directory

Job description

AvePoint is hiring a Service Desk Analyst to support clients via phone, email, and portal. You will manage tickets, coordinate with technical staff, and keep clients updated on resolution progress, including configuring accounts and deployments per client standards.

You will troubleshoot Office 365 and Microsoft tools, escalate when needed, and maintain ownership of requests from initiation to closure, while observing security protocols and contributing to SOPs.