IT Helpdesk Analyst

genfinity; Philippines; On-site; PHP 609,000 - 730,000; Full time

Benefits offered by this job

Global exposure

Training and career development

Competitive compensation and benefits

Diverse technical environments

Job summary

Genfinity’s IT Helpdesk Analyst – Global Service Desk provides frontline IT support to a worldwide operations network from the Philippines. You will manage incidents and service requests across regions, troubleshoot issues, and ensure high-quality support while aligning with security and compliance standards.

The role emphasizes proactive communication, strong technical skills in Windows and enterprise apps, and collaboration with regional IT teams to deliver consistent service.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• 1–3 years’ IT Helpdesk/Service Desk experience.
• Familiarity with ITSM tools (FreshService preferred).
• Strong technical knowledge of Windows environments, Microsoft 365, and enterprise applications.
• Understanding of escalation workflows, ticket lifecycles, and ITIL practices.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Experience with QAD, ZenQMS, or other ERP/QMS systems.
• ITIL Foundation certification.
• Previous experience supporting users across multiple global regions.

Responsibilities

• Frontline Support & Ticket Management: monitor, triage, and resolve incidents and requests using FreshService ITSM.
• Service Request Handling: process standard requests and follow approval workflows to complete tasks.
• Technical Troubleshooting: diagnose and resolve Windows, M365, and enterprise app issues; provide first-contact fixes.
• Escalation & Communication: escalate to regional or specialist teams and update users on progress.
• Process & Compliance: follow onboarding, offboarding, incident response, and access policies; contribute to docs.
• Global Collaboration: coordinate with regional IT teams worldwide to maintain consistent service delivery.

Skills

Communication skills

Customer service

Problem-solving

Prioritization

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

FreshService

Windows

Microsoft 365

ERP/QMS systems

Job description

Role Summary

The IT Helpdesk Analyst – Global Service Desk will provide frontline IT support to worldwide pharmaceutical and manufacturing operations. This role is responsible for managing incident and service request tickets, troubleshooting technical issues, and ensuring timely, high-quality support across multiple regions.

The successful candidate will be proactive, detail-oriented, and adept at supporting a diverse global user base while collaborating with regional IT teams to maintain consistent service delivery.

This is a hands‑on role requiring strong technical knowledge, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment.

1. Frontline Support & Ticket Management (25%)

• Monitor, triage, and resolve incoming incidents and service requests in FreshService ITSM.
• Ensure accurate categorisation, prioritisation, and ownership of all tickets.

2. Service Request Handling (20%)

• Process and fulfil standard service requests (user access, software installation, hardware setup, account changes).
• Follow established approval workflows and escalated to relevant teams when required.
• Ensure all completed requests meet quality, security, and compliance standards.

3. Technical Troubleshooting (25%)

• Diagnose and resolve issues across Windows environments, enterprise applications (e.g., QAD, ZenQMS), desktop hardware, and Microsoft 365 tools.
• Provide first-contact fixes where possible, escalating efficiently when needed.
• Support connectivity issues, MFA challenges, account problems, and device setup.

4. Escalation & Communication (10%)

• Escalate tickets to regional or specialist teams following SOPs.
• Communicate clearly with users and stakeholders regarding ticket progress and timelines.

5. Process & Compliance (10%)

• Follow SOPs for onboarding, offboarding, incident response, and access management.
• Adhere to internal security standards, including software installation controls and user access policies.
• Contribute to documentation updates and knowledge-base improvements.

6. Global Collaboration (10%)

• Work closely with regional IT teams across Europe, LATAM, North America, Canada, Africa, and AMEA.
• Coordinate licensing, asset allocation, and recurring issues with stakeholders.
• Help ensure consistent global service delivery and process alignment.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field.
• 1–3 years’ experience in an IT Helpdesk/Service Desk role.
• Familiarity with ITSM tools (FreshService experience preferred).
• Strong technical knowledge of Windows environments, Microsoft 365, and enterprise applications.
• Understanding of escalation workflows, ticket lifecycles, and ITIL practices.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work under pressure and manage multiple competing priorities.
• Experience with QAD, ZenQMS, or other ERP/QMS systems.
• ITIL Foundation certification.
• Previous experience supporting users across multiple global regions.

What We Offer

• Opportunity to be part of a global IT function supporting a growing international organization.
• Exposure to diverse technical environments and enterprise applications.
• Training and career development opportunities within a collaborative IT team.
• Competitive compensation and benefits aligned with local standards.

Work Arrangement

• Location: Onsite work during probation period, work arrangement will be assessed to hybrid
  after 6 months of probation period.
• Work Days: Monday to Friday.
• Shift Schedule: 8AM to 5PM PH Manila time.
• Compensation: Earn up to PHP 60,000 depending on experience.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.