IT Service Desk Analyst

Nightowl Consulting; Quezon City; Hybrid; PHP 223,000 - 357,000; Full time

Job summary

Nightowl Consulting in the Philippines seeks an entry‑level IT support specialist to provide responsive first‑line help for desktops, laptops, mobile devices, printers, and software, both onsite and remotely. You will manage requests via Zendesk, email, and phone, and set up new user accounts, email, Outlook, MFA, and password resets.

You will assist with onboarding and offboarding, install and uninstall software as needed, troubleshoot hardware, VPN, VoIP, and browser issues, and ensure

Responsibilities

• Provide first-level IT support for desktops, laptops, mobile devices, printers, and software, onsite and remote.
• Manage and prioritize support requests via Zendesk, email, phone and other channels.
• Set up new user accounts, email, configure Outlook and perform password resets.
• Assist users with MFA setup and troubleshooting.
• Handle onboarding and offboarding tasks including equipment setup and access provisioning or deprovisioning.
• Install and uninstall software per department needs.
• Troubleshoot hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser issues.
• Use tools like ScreenConnect for remote support and Tanium for asset management.
• Document all activities per SLAs and contribute to knowledge bases and SOPs.
• Stay informed on evolving technologies related to Windows environments and enterprise tools.

Job description

• 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 Multi-Factor Authentication (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 escal... 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.