Level 1 Service Desk Analyst (Remote)

Clarke Point Pte Ltd; Metro Manila; Remote; PHP 670,000 - 893,000; Full time

Benefits offered by this job

Fully remote

Public holidays observed

Vacation leave 12 days

Sick leave 6 days

Job summary

Sydney Cloud IT is seeking a proactive Level 1 Service Desk Analyst to provide friendly, clear support to international clients from a fully remote setup.

As the first contact, you will handle tickets, diagnose common Microsoft 365 and Windows issues, and escalate complex problems with detailed notes, while aligning with Australian business hours.

Qualifications

• Experience working as an Independent Contractor for international clients (Australian/US/UK).
• At least 2 years in Level 1 IT support, help desk or service desk.
• Excellent spoken English for phone interactions.
• Strong written English for ticket updates and documentation.
• Experience supporting Microsoft 365 and Windows 10/11 users.
• Customer-first approach with empathy and solid judgment.
• Structured troubleshooting with documented notes.
• Experience with ticketing or remote monitoring tools.

Responsibilities

• Respond to client support requests by phone, email and portal.
• Log, classify, prioritise and manage tickets in Kaseya.
• Diagnose and resolve Microsoft 365 and Windows issues.
• Assist with password resets, user access, email and MFA.
• Troubleshoot connectivity, printers and Wi‑Fi issues.
• Use remote tools to investigate client systems.
• Provide clear updates and set realistic expectations.
• Escalate complex incidents with complete notes and evidence.
• Assist with user onboarding, offboarding and workstation setup.

Skills

Independent contractor

Level 1 support

English fluency

Microsoft 365

Windows support

Remote tools

Network basics

Ticketing tools

Tools

Kaseya

Remote access

Job description

Company Overview

Sydney Cloud IT is a Sydney-based managed IT services and cybersecurity provider supporting small and medium-sized businesses. With more than 20 years of experience, the company helps clients improve productivity, protect their systems and use technology with confidence through responsive support, practical advice, cloud solutions, monitoring, backup and business continuity services.

About the Role

As the first point of contact for many client support requests, the Level 1 Service Desk Analyst will provide friendly, clear and dependable assistance across common Microsoft, device, connectivity and user-access issues. The role will manage tickets carefully, keep clients informed, use available resources to investigate problems and elevate more complex matters with complete notes. Sydney Cloud IT will provide technical guidance and training, making this an excellent opportunity for an ambitious support professional who wants to grow in a managed IT and cybersecurity environment.

This role is being recruited by Clarke Point(www.clarkepoint.com), a premier Singapore-based agency dedicated to delivering global recruitment and staffing solutions, and is for a long-term, full-time Independent Contractor.

What You'll Be Doing

• Respond to client support requests by phone, email and ticket portal

• Log, classify, prioritise and manage tickets accurately in Kaseya

• Diagnose and resolve common Microsoft 365 and Windows issues

• Support password resets, user access, email, MFA and basic permissions

• Troubleshoot devices, printers, internet, Wi-Fi and connectivity issues

• Use remote support and monitoring tools to investigate client systems

• Keep clients informed with clear updates and realistic expectations

• Escalate complex incidents with complete troubleshooting notes and evidence

• Assist with user onboarding, offboarding and workstation setup tasks

• Create and improve internal knowledge articles and support documentation

What We're Looking For

Essential

• Experience working as an Independent Contractor for an Australian, American, British or similar international clients

• At least 2 years of experience in Level 1 IT support, help desk or service desk work

• Excellent spoken English with a clear, confident and professional phone manner

• Strong written English for client updates, ticket notes and documentation

• Practical experience supporting Microsoft 365 and Windows 10 or 11 users

• A customer-first approach with patience, empathy and sound judgement

• Structured troubleshooting skills and the resourcefulness to investigate unfamiliar issues

• Experience using ticketing, remote access or endpoint monitoring tools

• Basic knowledge of networks, Wi-Fi, VPNs, DNS, DHCP and common peripherals

• Reliable internet, a professional remote workspace and availability during New South Wales business hours

Nice to have

• Experience using Kaseya for ticketing, remote monitoring or endpoint management

• Previous experience supporting clients in a managed service provider environment

• Familiarity with Microsoft Entra ID, Exchange Online, Teams, OneDrive and SharePoint

• Exposure to endpoint security, backup monitoring and cybersecurity support practices

• Microsoft, CompTIA or other relevant entry-level IT certifications

Remote Work Setup Requirements

To ensure a smooth and professional remote working experience, candidates must have the following:

• A reliable computer or laptop

• Stable internet connection

• Quiet, dedicated home workspace suitable for remote work

Ideal Personality Attributes

• Resourceful: Uses documentation, tools and sound judgement to investigate problems before escalating

• Proactive: Takes initiative, follows through and looks for the next useful action

• Helpful: Genuinely wants to make technology easier for every client

• Eager to Learn: Welcomes coaching and quickly applies new technical knowledge

• Accountable: Owns tickets, communicates openly and keeps commitments

Compensation Package

• ₱60,000 to ₱80,000 per month (depending on experience)

• Long-term, full-time Independent Contractor role

• Philippines public holidays

• 12 days vacation leave per year

• 6 days sick leave per year

• ₱2,500 monthly health insurance allowance

• Fully remote, Monday to Friday, aligned with Australian business hours (with flexibility)

Sydney Cloud IT is based in Sydney, Australia, thus the work hours will follow Sydney time (GMT +10), with some flexibility.