IT Service Desk Analyst

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NightOwl Consulting

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🤝 B2B

🎯 Recrutamento

☁️ SaaS

B2B • Recruitment • SaaS

A NightOwl Consulting é uma provedora de Global Business Services (GBS) que conecta empresas a talentos qualificados nas Filipinas para otimizar processos de negócio e reduzir custos de forma significativa. Especializada na formação de equipes para diversas funções — como pré-construção, desenho técnico em AutoCAD, seguros, contabilidade e assistência administrativa — a NightOwl Consulting oferece soluções de offshoring personalizadas, ajustadas às necessidades específicas de cada cliente. Com um modelo de precificação transparente e com excelente relação custo-benefício, a empresa se orgulha de altos níveis de satisfação de clientes e de retenção de colaboradores, ao mesmo tempo em que promove uma cultura de trabalho acolhedora e engajadora. A NightOwl Consulting apoia os negócios recrutando, treinando e gerenciando equipes dedicadas para diversos setores, garantindo maior produtividade a um custo significativamente menor.

Descrição

• 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 Zendesk ticket queue, email, phone, and other communication channels. • 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. • Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser-related issues. • Utilize 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. • 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.

🎯 Requisitos

• 2+ years of direct end-user support experience in a service desk or technical support role. • Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise software tools. • Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator). • Familiarity with using and managing ticketing systems (preferably Zendesk). • Experience with asset management platforms (Tanium preferred) and remote support tools (ScreenConnect or similar). • Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels. • Strong problem-solving skills and the ability to work independently or as part of a team. • Familiarity with supporting both Windows and macOS systems is a plus. • College degree in Information Technology, Computer Science, or a related field preferred

🏖️ Benefícios

• Above market salary • HMO on Day 1 for principal and two dependents • Government-mandated benefits • Performance-based Incentives • Quarterly Company Events • 1,000 PHP De Minimis • Equipment and software provided