IT Service Desk Analyst ( Alabang Day-Shift)

KMC Solutions; Muntinlupa; Sur place; PHP 300 000 - 420 000; Plein temps

Résumé du poste

KMC Solutions is seeking a GSD Analyst to be the first point of contact for global employees, delivering technical support by phone, email, chat, and ticketing systems. You will diagnose hardware, software, network, and account issues and ensure timely resolution according to ITIL standards.

You will assist with onboarding/offboarding, device deployment, and remote support across time zones, contributing to knowledge bases and security compliance while supporting global IT initiatives.

Qualifications

• Experience in IT support for a global workforce.
• Familiarity with ITIL and SLA concepts.
• Knowledge of information security and data protection policies.

Responsabilités

• Serve as first line of support for global employees via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, network, and account issues.
• Process and fulfill service requests in alignment with ITIL standards and SLAs.
• Escalate unresolved issues to second‑ and third‑level support teams with proper documentation.
• Monitor and manage open tickets, ensuring timely updates and closure.
• Assist in user onboarding and offboarding processes, including account creation, access setup, and workstation preparation.
• Support the deployment and maintenance of desktops, laptops, mobile devices, and peripheral equipment.
• Provide remote support to users in multiple geographical locations and time zones.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Participate in global IT projects, system upgrades, and continuous improvement initiatives.
• Ensure compliance with Amkor’s information security and data protection policies.

Connaissances

Windows OS

Microsoft 365

Active Directory

Networking basics

Remote support tools

Device management systems

Hardware troubleshooting

Outils

Remote support tools

Enterprise device management systems

Description du poste

This role serves as the first point of contact for global employees, providing technical support across phone, email, chat, and ticketing systems. The position focuses on diagnosing and resolving hardware, software, network, and application issues while ensuring timely service delivery aligned with ITIL standards and SLAs. The role also supports user onboarding/offboarding, device deployment, remote assistance across time zones, and contributes to documentation, security compliance, and global IT initiatives.

The main responsibilities of a GSD ANALYST include:

• Serve as the first line of support for global employees via phone, email, chat, and ticketing systems.

• Diagnose and resolve technical issues related to hardware, software, network connectivity, user accounts, and enterprise applications.

• Process and fulfill service requests in alignment with ITIL standards and established SLAs.

• Escalate unresolved issues to second‑and third‑level support teams with proper documentation.

• Monitor and manage open tickets, ensuring timely updates and closure.

• Assist in user onboarding and offboarding processes, including account creation, access setup, and workstation preparation.

• Support the deployment and maintenance of desktops, laptops, mobile devices, and peripheral equipment.

• Provide remote support to users in multiple geographical locations and time zones.

• Document troubleshooting steps, solutions, and known issues in the knowledge base.

• Participate in global IT projects, system upgrades, and continuous improvement initiatives.

• Ensure compliance with Amkor’s information security and data protection policies.

Technical Skills:

• Strong knowledge of Windows OS, Microsoft 365 applications, Active Directory, and basic networking concepts.

• Familiarity with remote support tools and enterprise device management systems.

• Ability to troubleshoot hardware issues involving desktops, laptops, printers, and peripherals.

Soft Skills:

• Excellent communication and customer service skills.

• Strong problem‑solving abilities and attention to detail.

• Ability to work under pressure and manage multiple priorities.

• Willingness to work in shifting schedules to support global operations.