IT Analyst

Salary: ₱60,000 – ₱80,000 per month

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: ONSITE in Clark Office

Work Shift: Morning Shift (AU business hours)

Position Overview:

The Service Desk IT Analyst serves as the first point of contact for end-user technical support requests across multiple client environments. The role is responsible for providing remote troubleshooting and resolution of hardware, software, Microsoft 365, user account, and connectivity issues while ensuring timely ticket management, accurate documentation, and high levels of customer service. The technician works closely with internal support teams and escalates complex technical issues when required.

Task Detail Examples:

• Answer inbound support calls and tickets from our ticketing system

• Log, categorise and prioritise new tickets in HaloPSA, and triage them to the correct queue.

• Troubleshoot Windows desktop and laptop issues remotely: performance, crashes, updates and drivers.

• Resolve Microsoft 365 issues across Outlook, Teams, OneDrive, SharePoint and licensing.

• Reset passwords, unlock accounts and manage MFA re-registration in Entra ID and Active Directory.

• Create, modify and deactivate user accounts for client onboarding and offboarding requests.

• Assign and remove M365 licenses, mailbox permissions, shared mailboxes and distribution groups.

• Manage group memberships and folder or SharePoint access permissions.

• Troubleshoot printer and scanner connectivity and add printers to user devices remotely.

• Diagnose basic network issues such as Wi-Fi, VPN, DNS and internet connectivity, and identify when to escalate to the ISP or Level 2.

• Use the RMM tool (NinjaOne) to remote into devices, run scripts, deploy software and check device health.

• Install, update and uninstall approved business applications remotely.

• Respond to RMM monitoring alerts such as disk space, offline devices and failed patches, and resolve or escalate them.

• Assist with remote setup and configuration of new workstations shipped to users.

• Escalate tickets to Level 2/3 when an issue can't be resolved within 30 minutes, involves a security incident or data loss, or affects multiple users or critical systems.

• Write clear ticket notes covering troubleshooting steps taken, outcome and next actions.

• Record accurate time entries against every ticket.

• Follow up with users after resolution to confirm the issue is fixed before closing the ticket.

• Keep users updated on open tickets and chase overdue responses so tickets stay within SLA.

• Identify and report phishing emails and suspicious account activity.

• Create and update knowledge base articles for recurring issues and fixes.

• Follow client-specific documentation and standard operating procedures.

• Attend team meetings, shift handovers and one-on-ones, and contribute improvement ideas.

Skills Requirements:

• 5 years in an IT support/service desk role.

• Hands-on experience supporting Windows 10/11 and Microsoft 365, including Outlook, Teams and user/password admin.

• Strong spoken and written English, and confidence handling phone calls with Australian end users, including frustrated ones.

• Able to work Australian business hours.

• Experience working from a ticketing system (any PSA/ITSM tool).

• Basic networking skills: DNS, DHCP, VPN, Wi-Fi.

• Active Directory and Entra ID (Azure AD) admin.

Nice-to-have:

• MSP experience supporting multiple client environments.

• HaloPSA, NinjaOne or another RMM tool.

• Intune or Autopilot exposure.

• VoIP/hosted phone systems (SASBOSS, 3CX, Teams Phone).

• Certifications such as CompTIA A+, Microsoft AB-900/MD-102, or ITIL Foundation.

• Experience supporting Australian or other Western SMB clients.

Job Offer

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)

• HMO coverage for employee +1 FREE dependent on the first day of employment

  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)

  • We provide Relocation Salary Loan assistance*

  • Tenure Incentive Program*

• Referral Bonus of up to Php20,000.00*

• ALL government mandated benefits

*Terms and conditions apply