Day to day Ticket Management (ServiceNow) providing timely and consistent support
Acknowledging and recording all issues and requests accordingly
Providing best-in-class customer service and desk-side IT support via remote channels such as chat, phone, email, or remote access tools
Ensuring new hires achieve a perfect start with a structured IT onboarding and high-touch onboarding experience (desk setup, mobile device enrolment, and VPN first steps)
On-Site support for employees, VIP guests, and PG staff visiting Manila office
Providing innovative ideas and value-added solutions in addition to swift and effective handling of complex issues raised by employees
Collaborating promoting best IT security practices according to policies and guidelines
Proactive checks of meeting rooms to ensure IT technology is always ready for use
Knowledge sharing with colleagues across the company and proactively contributing to team and department meetings
Liaising with 3rd party vendors
Supporting internal and external events and meetings with AV setup, video-conferencing, and live streaming technologies
Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and Azure VDI)
Supporting Office Management with IT setup for desk moves and event spaces when required.

Graduate of a diploma or bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent education
At least 3 years of experience in a Service Desk / Technical Support role
Excellent knowledge of Windows 11 and experience in using Active Directory, Azure, Intune, O365 / OneDrive, ServiceNow, SharePoint
Experience in remote support, corporate video conferencing (MS-Teams, Zoom), AV support and corporate events setup
Strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level
Work well in a fast-moving environment and keep up with the daily needs of the business through effective time management and prioritization
Strong critical thinker and problem solver with a passion for delivering results
Excellent communication skills to develop strong relationships and manage and influence senior stakeholders at all levels
Take pride in your work and support your teammates and users with that work
Passion for the Information Technology field and helping people
Always maintain confidentiality.

Professional, international working environment
Challenging, rewarding career within a growing company
Collaborative environment, with on-the-job training and mentorship opportunities
One-month sabbatical after every five years of service
Education assistance program
Fun office and team events, including volunteer opportunities to connect with and help our local communities

IT Service Desk Analyst

Key skills