IT Service Desk Analyst

NightOwl Consulting Philippines Inc.; Quezon City; Hybrid; PHP 240.000 - 360.000; Vollzeit

Zusammenfassung

NightOwl Consulting Philippines Inc. is seeking a proactive IT Service Desk Analyst to support end users across desktop, VPN, email, and business applications from Manila. The role combines onsite and remote assistance to keep systems running smoothly.

You will handle ticket queues, setup user accounts, perform MFA, onboarding/offboarding, software installs, and document solutions for continual service improvement. Strong communication and customer-service mindset are essential.

Qualifikationen

• Strong communication skills and a customer-service mindset.
• Hands-on experience with Microsoft systems and Windows environments.
• Experience with remote support and IT service desk processes.

Aufgaben

• Provide first-level technical support for desktops, laptops, mobile devices, printers, and software, onsite and remotely.
• Manage and prioritize support requests via ticket queues, email, phone, and other channels.
• Set up new user accounts, emails, configure Outlook, and perform password resets.

Kenntnisse

Strong communication

Customer-service mindset

Onsite and remote support

Tools

Zendesk

ScreenConnect

Tanium

Jobbeschreibung

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.

Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, andsoftware, both onsite and remotely.Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and othercommunication channels.Set up new user accounts and email addresses, configure Outlook desktop, and perform passwordresets.Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.Perform onboarding and offboarding tasks, including equipment setup, software configuration, andaccess 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, andbrowser-related issues.Utilize tools such as ScreenConnect for remote support and Tanium for asset management andinventory tracking.Collaborate with other IT teams and elevate issues as appropriate, balancing urgency and impact tominimize downtime.Ensure all support activity is well-documented in accordance with internal standards and service-levelagreements (SLAs).Contribute to technical documentation, knowledge bases, and SOPs to support continual serviceimprovement.Stay informed of evolving technologies, particularly those related to Windows environments andenterprise software tools.

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