IT Service Desk Analyst (AU Construction, Hybrid)

Connectos; Mandaluyong; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Vacation leave

Sick leave

Annual appraisal

Financial assistance

13th month pay

Sleeping quarters

Office coffee

Wellness facilities

Company events

Work-life balance

Career growth

Metro Manila location

Job summary

ConnectOS is seeking an IT Service Desk professional in Metro Manila to provide first-line IT support for Windows devices, MS 365, Teams and AD/Entra ID. You will handle calls, tickets, and remote troubleshooting while maintaining clear communication, documentation, and a security-conscious approach.

Join a distributed team with a focus on high-quality incident handling, onboarding/offboarding, and proactive problem resolution in a fast-paced setting.

Qualifications

• 2+ years in IT service desk or similar role.
• Strong knowledge of Windows 10/11 and M365 apps.
• Experience with ITSM ticketing systems; Freshservice is a plus.

Responsibilities

• Handle incoming IT support calls via phone, email, Teams and Freshservice.
• Own incidents and requests from acknowledgement to resolution or escalation.
• Provide timely, clear updates and documentation in plain language.
• Diagnose and resolve Level 1 issues on Windows devices, M365, Teams and network apps.
• Escalate to higher-level teams with a clear summary of findings.
• Process remote onboarding/offboarding and manage access requests.
• Maintain ticket quality, accurate notes, and ensure security/compliance.

Skills

IT service desk

Phone support

Remote support

Windows 10/11

Microsoft 365

Active Directory

Entra ID

Intune

ITSM experience

English fluency

Tools

Freshservice

Job description

Schedule: Monday - Friday (06:00 AM - 03:00 PM PHT)

What are we looking for?

Skills Required:

• 2 years or more in an IT service desk, desktop support or comparable technical support position, with substantial phone-based and remote support exposure.
• Working knowledge of Windows 10/11, Microsoft 365 applications, Teams, Active Directory/Entra ID and basic endpoint administration; exposure to Intune is advantageous.
• Practical understanding of device, application, account-access and network-connectivity troubleshooting.
• Experience working with a ticketing/ITSM platform; Freshservice experience is desirable.
• Clear spoken and written English; confident in explaining technical matters to people with varying levels of technical knowledge.
• Strong attention to detail, time management, follow-through, documentation and the ability to work autonomously within a distributed team.

What will you do?

Key responsibilities

• Service Desk and Customer Suppoer
  • Answer incoming IT support calls and respond to requests received through phone, email, Microsoft Teams and Freshservice.
  • Take ownership of assigned incidents and service requests from initial acknowledgement through resolution or a clear, documented escalation.
  • Provide professional, empathetic and timely updates in plain language, including progress, delays, next steps and expected follow-up.
  • Prioritise work based on urgency, business impact and agreed service expectations; proactively flag competing priorities or capacity constraints.Service desk and customer support
• Remote technical support
  • Diagnose and resolve Level 1 issues affecting Windows devices, Microsoft 365, Teams, Outlook, printers, mobile devices, connectivity and common business applications.
  • Perform structured troubleshooting and gather relevant symptoms, logs and device information before recommending replacement or escalation.
  • Use approved remote-support tools to assist end users while minimising disruption to their work.
  • Escalate issues beyond Level 1 capability to the appropriate internal specialist or vendor, with a clear summary of findings, actions and outstanding work.
• Employee lifecycle and access requests
  • Complete remote components of new starter, role change and employee exit requests using approved checklists and defined approval pathways.
  • Create and update accounts, access, licences and related records within authorised systems and delegated permissions.
  • Coordinate with onsite IT personnel and other internal teams for physical equipment preparation, delivery, retrieval and setup.
  • Record required stage-by-stage notes and verification evidence so that handovers and quality checks can be completed without repeating the work.
• Ticket quality, documentation and security
  • Maintain accurate ticket ownership, status, lifecycle stage and next-action dates; update records as work progresses rather than reconstructing them afterwards.
  • Document troubleshooting, changes made, outcomes, customer contact, blockers and next steps in Freshservice.
  • Follow standard operating procedures, change controls, identity verification and information-security requirements; protect confidential information and credentials.
  • Contribute clear knowledge-base articles, process feedback and practical improvements to service delivery.

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS #ConnectOSTech

Equal Employment Statement
Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.