Proactive IT Service Desk Specialist — Windows & Endpoints

NightOwl Consulting Philippines Inc.; Philippines; On-site; PHP 446,400 - 558,000; Full time

Benefits offered by this job

Above-market salary

HMO Day 1

Govt mandated benefits

Performance-based incentives

Quarterly events

De-minimis ₱1,000

Equipment provided

Software provided

Job summary

NightOwl Consulting Philippines Inc. is seeking an IT Service Desk Analyst to provide first-line support across desktops, laptops, mobile devices, printers, and software, both onsite and remotely.

You will manage Zendesk queues, set up new user accounts, and assist with MFA and onboarding/offboarding tasks. The role requires 2+ years of end-user support, strong Windows/Outlook knowledge, and experience with ticketing and asset management tools.

Qualifications

• 2+ years of direct end-user support experience in a service desk or technical support role.
• Experience with Windows, Office 365, Active Directory, and common enterprise software tools.
• Experience configuring Outlook desktop and MFA (e.g., Microsoft Authenticator).
• Familiarity with ticketing systems (preferably Zendesk).
• Experience with asset management platforms (Tanium) and remote support tools (ScreenConnect).
• Strong communication skills with users of varying technical skill levels.

Responsibilities

• Provide first-level technical support for desktops, laptops, mobiles, printers, and software, onsite and remotely.
• Manage and prioritize requests via Zendesk, email, phone, and other channels.
• Set up new user accounts and email addresses; configure Outlook; perform password resets.
• Assist users with MFA setup and troubleshooting.
• Handle onboarding/offboarding tasks including equipment setup and access provisioning.
• Install/uninstall software per department requirements.
• Troubleshoot Windows OS, VPN, VoIP, printing, browser issues; remote support via ScreenConnect.
• Collaborate with IT teams and escalate issues to minimize downtime.
• Document support activity per SLAs; contribute to knowledge bases and SOPs.

Skills

Customer service

Clear communication

Problem solving

Independent work

Team collaboration

End-user support

Education

Bachelor's degree in IT/CS

Tools

Zendesk

ScreenConnect

Tanium

Outlook

Job description

NightOwl Consulting Philippines Inc. is seeking an IT Service Desk Analyst to provide first-line support across desktops, laptops, mobile devices, printers, and software, both onsite and remotely.

You will manage Zendesk queues, set up new user accounts, and assist with MFA and onboarding/offboarding tasks. The role requires 2+ years of end-user support, strong Windows/Outlook knowledge, and experience with ticketing and asset management tools.