Associate Helpdesk Analyst

Associate Helpdesk Analyst - Q2 HR Solutions - Group of Companies | Career Page

Associate Helpdesk Analyst

Mandaluyong City, Metro Manila, Philippines ₱ 35,000.00 - 40,500.00 (Philippine Peso)

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Job Openings Associate Helpdesk Analyst

About the job Associate Helpdesk Analyst

Job Title

Associate Helpdesk Analyst

Location

Manila

Work Setup

Hybrid

Monday/Wednesday Onsite | Tuesday/Thursday/Friday - WFH

Schedule Options

8:00 AM to 5:00 PM

Salary Range

PHP 40,500/month

Job Summary

The Associate Helpdesk Analyst serves as a central point of contact for IT support, ensuring business continuity by resolving incidents and service requests in a timely manner. The role involves safeguarding IT security, maintaining SLA compliance, and delivering excellent customer service to users globally.

Key Responsibilities

• Respond to calls, emails, and personal requests professionally.
• Troubleshoot and resolve issues within the GSS IT Helpdesk scope.
• Escalate out-of-scope issues to appropriate resolver groups.
• Identify and escalate critical system/network issues to senior support.
• Stay updated with support scope and responsibilities.
• Follow and execute processes based on work instructions and documentation.
• Report outdated documentation to senior staff.
• Participate in system testing, UAT, and implementation activities.
• Ensure compliance with SLAs and SOPs.

Key Performance Indicators

• Timely resolution of tickets with all underlying issues addressed.
• Meet or exceed attendance and reliability targets.
• Achieve customer satisfaction survey targets.
• Maintain complete and concise documentation.

Qualifications

• Bachelors/College Degree in a related field (preferred but not required).
• Strong communication skills (phone and email).
• Customer service-oriented with prior helpdesk experience.
• Excellent ticket and time management skills.
• Detail-oriented with strong problem-solving abilities.
• Proficient in Active Directory, MS Outlook, and Office 365.
• Able to troubleshoot general applications (Office suite, OS, VPN, IE).
• Capable of working independently.
• Familiarity with SLAs and KPIs.
• Goal-oriented, self-motivated, and a team player.
• Willing to work on a 24x7 shifting schedule including weekends and holidays.

Package Details

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