IT Service Desk Analyst
Summary
First-level IT support analyst for a convenience-store chain, providing onsite and remote help-desk support for Windows devices, VPN, VoIP, and printers; manages user accounts, MFA, and onboarding/offboarding using Zendesk, ScreenConnect, and Tanium.
Salary: ₱40,000 – ₱50,000 per month
Frontline Support
Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and software, both onsite and remotely.
Manage and prioritize incoming support requests via the Zendesk ticket queue, email, phone, and other communication channels.
Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser-related issues.
Account & Access Management
Set up new user accounts and email addresses, configure Outlook desktop, and perform password resets.
Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
Perform onboarding and offboarding tasks, including equipment setup, software configuration, and access provisioning or deprovisioning.
Install and uninstall software applications as needed based on department requirements.
Tooling & Escalation
Use tools such as ScreenConnect for remote support and Tanium for asset management and inventory tracking.
Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to minimize downtime.
Documentation & Development
Ensure all support activity is well documented in accordance with internal standards and service-level agreements (SLAs).
Contribute to technical documentation, knowledge bases, and SOPs to support continual service improvement.
Stay informed of evolving technologies, particularly those related to Windows environments and enterprise software tools.