Hybrid IT Service Desk Analyst | MS 365 & On-Call

Avepoint; Compostela; Hybrid; PHP 320,000 - 460,000; Full time

Benefits offered by this job

HMO from day 1

Group life insurance

Wellness Reimbursement

Paid annual and sick leaves

Hybrid work arrangement

Performance bonuses

Career growth

Job summary

AvePoint is seeking a L2 Service Desk Analyst, MSP, based in Cebu City, Philippines, to support clients via multiple channels. You will manage tickets, coordinate with technical staff, and ensure timely resolutions while maintaining strong customer satisfaction.

Responsibilities include handling Office 365/AD tasks, MS Teams troubleshooting, and on-call coverage as needed. The role emphasizes collaboration, security adherence, and ongoing documentation.

Qualifications

• 4+ years of experience in technical support or service desk.
• Experience with ITSM tools and ticketing systems.
• Ability to own client issues through to resolution.
• Collaborate with coordinators and management to improve service levels.

Responsibilities

• Act as first line of support via phone/email/portal.
• Provide regular updates to clients on resolution progress.
• Create and manage user accounts in Office 365 and Active Directory.
• Configure and deploy workstations per client standards.
• Troubleshoot hardware and software tickets using ITSM tools.
• Escalate unresolved tickets to Senior Analysts and track resolutions.

Skills

Technical support

Ticket resolution

Microsoft Teams

ITSM

Tools

Office 365

Active Directory

MS Teams

Job description

AvePoint is seeking a L2 Service Desk Analyst, MSP, based in Cebu City, Philippines, to support clients via multiple channels. You will manage tickets, coordinate with technical staff, and ensure timely resolutions while maintaining strong customer satisfaction.

Responsibilities include handling Office 365/AD tasks, MS Teams troubleshooting, and on-call coverage as needed. The role emphasizes collaboration, security adherence, and ongoing documentation.