IT Help Desk Analyst – Global Support

Concentrix Catalyst Technologies Private Limited; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

Concentrix is hiring a Technical I for the Global Service Desk in Makati. You will provide technical support across regions, troubleshoot desktops, laptops, mobile devices, printers, VPN, and company apps, and manage user accounts including password resets and permissions.

The role requires strong problem-solving, excellent communication in English, and the ability to work in a fast-paced, global environment. Location: Makati City, Philippines. Time Type: Full time.

Qualifications

• Proven experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Skills

Help desk

Windows

macOS

English communications

Customer focus

Troubleshooting

Tools

Office 365

Active Directory

Remote access tools

Job description

Concentrix is hiring a Technical I for the Global Service Desk in Makati. You will provide technical support across regions, troubleshoot desktops, laptops, mobile devices, printers, VPN, and company apps, and manage user accounts including password resets and permissions.

The role requires strong problem-solving, excellent communication in English, and the ability to work in a fast-paced, global environment. Location: Makati City, Philippines. Time Type: Full time.