Service Desk Analyst

About the role

IT By Design is looking for a Service Desk Analyst to provide first-level technical support to end users and clients. The role focuses on troubleshooting technical issues, managing user accounts, resolving Microsoft 365 concerns, and ensuring timely ticket resolution while delivering excellent customer service.

Key responsibilities

• Provide Level 1 technical support through phone, email, chat, and ticketing systems.
• Troubleshoot issues involving Windows operating systems, Microsoft 365, Active Directory and Microsoft Entra ID, Outlook and Exchange Online, MFA and authentication, printers and peripherals, and basic network connectivity, VPN, and Wi-Fi.
• Perform user onboarding and offboarding.
• Create, modify, disable, and manage user accounts and access.
• Perform password resets and account unlocks.
• Log, prioritize, update, and resolve support tickets according to established SLAs.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex issues to L2/L3 support when required.
• Follow standard troubleshooting procedures and knowledge base documentation.
• Maintain professional communication with clients and end users.

About you

• At least 1.9 years of experience in Service Desk, Help Desk, IT Support, or Technical Support.
• Hands-on experience supporting Windows environments and end users.
• Working knowledge of Microsoft 365, Active Directory, Microsoft Entra ID, and Exchange Online.
• Experience with user administration, password resets, MFA, and basic troubleshooting.
• Basic knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with an ITSM or ticketing platform is preferred.
• Strong troubleshooting and problem-solving skills.
• Good English communication skills, both verbal and written.
• Willing to work onsite in BGC, Taguig and on a night shift aligned with EST hours.

Benefits

• HMO coverage starting Day 1 with one free dependent.
• Life Insurance and Pet Insurance starting Day 1.
• Night Differential.
• Work-from-office allowance.
• Technical training and career development opportunities.
• Career progression within a growing IT/MSP environment.