IT Service Desk Analyst

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NightOwl Consulting

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

🎯 Recruiter

☁️ SaaS

B2B • Recruitment • SaaS

NightOwl Consulting is a global business service (GBS) provider that connects companies with skilled talent in the Philippines to optimize their business processes and dramatically reduce costs. Specializing in team-building for various roles such as pre-construction, AutoCAD drafting, insurance, bookkeeping, and administrative assistance, NightOwl Consulting provides customized offshoring solutions tailored to the specific needs of each client. Through its transparent, cost-effective pricing model, the company prides itself on high client satisfaction and employee retention rates while fostering a supportive and engaging work culture. NightOwl Consulting supports businesses by recruiting, training, and managing dedicated teams for various industry sectors, ensuring enhanced productivity at a significantly reduced cost.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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