IT Support Analyst

Focal Search Pte Ltd; Manila; On-site; PHP 390,600 - 558,000; Full time

Job summary

A leading IT service provider in Metro Manila is seeking an IT Support Specialist to manage service requests, enhance customer service, and oversee IT assets from procurement to disposal. The ideal candidate will have excellent communication skills in English and a strong customer focus. Knowledge of Microsoft 365 and industry certifications such as MCSE or ITIL are essential. This role offers the opportunity to improve internal processes and work closely with team members across various locations.

Qualifications

• Proficient in supporting Windows and Mac OS systems.
• Excellent command of written and spoken English.
• Knowledge of Microsoft Office 365 Administration.

Responsibilities

• Manage service requests and ensure successful completion.
• Improve customer service and operations by identifying issues.
• Oversee IT asset lifecycle and procurement.

Skills

Desktop/Laptop and Operating System support

Communication skills

Microsoft Office 365 Suite

Customer-focused solutions

Experience with next-gen firewalls

IT asset management tools

Project Management

Education

Industry certification (Microsoft MCSE, Microsoft 365, AWS, Security, or ITIL)

Tools

Desktop Central

Job description

• Assume responsibility for problems and service requests and make sure they are completed successfully within the SLA (Service Level Agreement).
• To aid in this process, hold onto and expand your knowledge and abilities.
• Improve our customer service, internal procedures, and operations by proactively identifying recurring problems or service risks and helping to prevent them.
• Obtain quotes, oversee the purchase and billing of IT licences and equipment to ensure the company gets the best deal possible.
• Oversee the lifecycle of IT assets from acquisition to disposal.
• Exchange knowledge to benefit fellow team members and clients.
• Write educational content for the self-service portal.
• Assisting with IT systems and infrastructure
• Constant communication with staff members at all organisational levels, including those based on ships, in distant offices, and worldwide office workers.

Qualifications:

• Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
• Excellent communication skills in both written and spoken English
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
• Strong customer focus - identifies needs and finds solutions to meet them
• Hands-on experience of dealing with Meraki/Cisco or other next‑gen firewalls
• Experience with IT asset management and automation tools such as Desktop Central
• Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL
• Project Management running small-scale projects from inception to completion using good project management practices