Location: Remote (Philippines)

Contract: Independent Contractor

Job Type: Full-Time, Monday-Friday EST

**Job Summary: **We are looking for a proactive and detail-oriented Service Desk Analyst to join our IT support team. The successful candidate will be responsible for providing first-line technical support to internal and external users, ensuring the smooth operation of IT services.

Key Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
Log and manage service requests and incidents in the ticketing system.
Identify, diagnose, and escalate (to appropriate internal teams or external vendors) unresolved technical issues related to hardware, software, and network systems. (ticket routing)
Oversee ticket completion. Follow up with users and technicians to ensure issues are resolved and provide feedback on the resolution process.

Qualifications:

5 years’ experience in a service desk or technical support role.
Associate or bachelor’s degree in information technology, Computer Science is a plus.
Strong understanding of Windows and Mac operating systems.
Familiarity with remote support tools and help desk software.
Excellent communication and interpersonal skills.
Must speak and document in English fluently.
Ability to identify and define end user issues.
Good ticket routing, documentation and classification skills.

Preferred Skills:

Experience with Active Directory and Office 365 administration.
Knowledge of ITIL framework and best practices.

Desktop IT Support (PH) - 22643155754