Onsite Service Desk Analyst – Windows & Office 365

ECI; Taguig; On-site; PHP 350,000 - 480,000; Full time

Job summary

ECI is seeking an enthusiastic, personable Service Desk Analyst to provide end-user desktop support across Windows, Exchange, and Office 365 environments. This onsite role in ECI BGC, Taguig requires working with a team to deliver world-class IT support for high-profile financial clients.

You will handle Level 1 and 2 tickets, with potential Tier 3 work, and will interface with security concepts, Azure services, and MDM solutions. Rotation may involve early hours aligned to UK/EMEA timings.

Qualifications

• Minimum 2 years of end user support.
• Microsoft Operating Systems: Windows 10/11; Microsoft Office 2010-2019; Office 365 installation and administration, configuration, troubleshooting.
• Hands-on experience with Azure, Intune, OneDrive, Exchange Online and SharePoint; some expertise in Azure services.
• Basic PowerShell experience (copy/paste).
• Android/iOS configuration, troubleshooting, potential MDM integration.
• Familiar with cybersecurity concepts: MFA, antivirus/anti-malware, firewall, web filtering.
• Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching; security in Azure.
• Experience with hardware trouble-shooting (desktop/laptop/printer/mobile).
• Excellent communication and customer service; ability to explain technical info to non-technical people.
• Familiarity with file system support: permissions, sharing, backups and restores.
• Experience with service desk ticketing systems (ServiceNow, ConnectWise, Jira).
• Experience troubleshooting file and print services.

Responsibilities

• Provide Level 1 and 2 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
• See the world through the eyes of the customer by delivering world class desktop support and end-user server administration; respond to Level 1 and 2 tickets; potential Tier 3 work with Senior Technician.
• Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
• Execute daily midlevel to advanced infrastructure support incidents.
• Resolve incidents related to Mail/Office 365, connectivity, time-sensitive VIP workstation issues, file restores, remote access (Citrix/Terminal Services), password resets.
• Provide system maintenance including software and OS patching and version upgrades.
• Support Active Directory tasks: add/remove users, password resets, Group Policy.
• Interface with tools like RMM, MDM.
• Project work for Windows PCs/Servers, Azure/Microsoft 365, VMware/Cloud Migration Services.
• Create and administer user accounts on group technology systems.
• Work with IT teams to ensure swift ticket resolution and SLAs.
• Coordinate with third-party vendors for warranty service repair.

Skills

End user support

Windows OS

Office 365

Azure

Intune

OneDrive

SharePoint

Exchange Online

PowerShell (basic)

MDM

AD / Group Policy

Networking basics

Security concepts

Tools

ServiceNow

ConnectWise

Jira

RMM

MDM

Citrix

VMware

Azure

Office 365

Job description

ECI is seeking an enthusiastic, personable Service Desk Analyst to provide end-user desktop support across Windows, Exchange, and Office 365 environments. This onsite role in ECI BGC, Taguig requires working with a team to deliver world-class IT support for high-profile financial clients.

You will handle Level 1 and 2 tickets, with potential Tier 3 work, and will interface with security concepts, Azure services, and MDM solutions. Rotation may involve early hours aligned to UK/EMEA timings.