IT Service Desk Analyst

NightOwl Consulting Philippines Inc.; Philippines; On-site; PHP 446,400 - 558,000; Full time

Benefits offered by this job

Above-market salary

HMO Day 1

Govt mandated benefits

Performance-based incentives

Quarterly events

De-minimis ₱1,000

Equipment provided

Software provided

Job summary

NightOwl Consulting Philippines Inc. is seeking an IT Service Desk Analyst to provide first-line support across desktops, laptops, mobile devices, printers, and software, both onsite and remotely.

You will manage Zendesk queues, set up new user accounts, and assist with MFA and onboarding/offboarding tasks. The role requires 2+ years of end-user support, strong Windows/Outlook knowledge, and experience with ticketing and asset management tools.

Qualifications

• 2+ years of direct end-user support experience in a service desk or technical support role.
• Experience with Windows, Office 365, Active Directory, and common enterprise software tools.
• Experience configuring Outlook desktop and MFA (e.g., Microsoft Authenticator).
• Familiarity with ticketing systems (preferably Zendesk).
• Experience with asset management platforms (Tanium) and remote support tools (ScreenConnect).
• Strong communication skills with users of varying technical skill levels.

Responsibilities

• Provide first-level technical support for desktops, laptops, mobiles, printers, and software, onsite and remotely.
• Manage and prioritize requests via Zendesk, email, phone, and other channels.
• Set up new user accounts and email addresses; configure Outlook; perform password resets.
• Assist users with MFA setup and troubleshooting.
• Handle onboarding/offboarding tasks including equipment setup and access provisioning.
• Install/uninstall software per department requirements.
• Troubleshoot Windows OS, VPN, VoIP, printing, browser issues; remote support via ScreenConnect.
• Collaborate with IT teams and escalate issues to minimize downtime.
• Document support activity per SLAs; contribute to knowledge bases and SOPs.

Skills

Customer service

Clear communication

Problem solving

Independent work

Team collaboration

End-user support

Education

Bachelor's degree in IT/CS

Tools

Zendesk

ScreenConnect

Tanium

Outlook

Job description

We are looking for a proactive, resourceful IT Service Desk Analyst who is eager to contribute across a wide range of technical support tasks. This role is not mortgage‑industry specific and supports users from multiple departments including Loan Officers, LOAs, Corporate, and Compliance teams. The ideal candidate will have strong communication skills, a customer‑service mindset, and solid hands‑on experience with Microsoft systems, account setup, and endpoint support.

Department: IT

Location: Back Office

Compensation: ₱40,000 - ₱50,000 / month

Key Responsibilities

• Provide responsive, first‑level technical support for desktops, laptops, mobile devices, printers, and software, both onsite and remotely.
• Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other communication channels.
• Set up new user accounts and email addresses, configure Outlook desktop, and perform password resets.
• Assist users with MFA setup and troubleshooting.
• Perform onboarding and offboarding tasks, including equipment setup, software configuration, and access provisioning or deprovisioning.
• Install and uninstall software applications as needed based on department requirements.
• Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser‑related issues.
• Utilize tools such as ScreenConnect for remote support and Tanium for asset management and inventory tracking.
• Collaborate with other IT teams and elevate issues as appropriate, balancing urgency and impact to minimize downtime.
• Ensure all support activity is well‑documented in accordance with internal standards and service‑level agreements (SLAs).
• Contribute to technical documentation, knowledge bases, and SOPs to support continual service improvement.
• Stay informed of evolving technologies, particularly those related to Windows environments and enterprise software tools.

Skills, Knowledge, and Expertise

• 2+ years of direct end‑user support experience in a service desk or technical support role.
• Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise software tools.
• Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).
• Familiarity with using and managing ticketing systems (preferably Zendesk).
• Experience with asset management platforms (Tanium preferred) and remote support tools (ScreenConnect or similar).
• Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels.
• Strong problem‑solving skills and the ability to work independently or as part of a team.
• Familiarity with supporting both Windows and macOS systems is a plus.
• College degree in Information Technology, Computer Science, or a related field preferred.

Benefits

• Above‑market salary
• HMO on Day 1 for principal and two dependents
• Government‑mandated benefits
• Performance‑based incentives
• Quarterly company events
• ₱1,000 de‑minimis
• Equipment and software provided