IT Service Desk Analyst

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Manage tasks within the Microsoft 365 Admin Center and Azure AD, including user account creation, modification, and deactivation; group management; security configurations; and access control. • Provide technical support and troubleshooting for end-user hardware and software issues, including laptops and peripheral devices. • Respond promptly to user inquiries, diagnose and resolve technical issues efficiently, and escalate complex problems to the appropriate teams when necessary. • Process user onboarding and offboarding, ensuring proper account provisioning, access management, and equipment support. • Provide end-to-end support during high-priority incidents or outages to ensure timely resolution and minimal business disruption. • Deliver immediate technical assistance for VIPs or executive users when required. • Assist users with software installations, updates, and configuration settings, ensuring compatibility and compliance with organizational policies. • Collaborate with cross-functional teams to implement and maintain IT infrastructure, including network connectivity, email systems, and security measures. • Perform routine system maintenance, including monitoring system performance, applying security patches, and coordinating software updates. • Assist in responding to security incidents and vulnerability management tasks to ensure risks are promptly mitigated and reported to the appropriate teams. • Create and maintain accurate documentation of IT procedures, user guides, and knowledge base articles to support self-service resources. • Liaise with external vendors and service providers to coordinate support and troubleshoot issues when necessary. • Handle ad hoc tasks, projects, and assignments as directed by IT Operations management. • Perform other duties as assigned by management.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. • Proven experience as an IT Support Specialist, Service Desk Analyst, or similar role, with a focus on Microsoft 365 and Azure AD administration. • Strong knowledge of Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive, with the ability to troubleshoot related issues. • Familiarity with Azure AD, including user and group management, security groups, conditional access, and single sign-on (SSO) configurations. • Proficiency in Windows and macOS operating systems, including hardware troubleshooting, software installation, and system configuration. • Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues independently or with minimal supervision and can collaborate with relevant teams. • Strong written and verbal communication skills to effectively support end users and coordinate with vendors or service providers. • Ability to prioritize and multitask in a fast-paced environment, managing multiple requests and projects simultaneously. • Proactive and self-motivated, with a strong customer service orientation and willingness to learn and adapt to new technologies. • Experience with ITSM tools such as Freshservice, ServiceNow, or ManageEngine ServiceDesk is an advantage. • Experience supporting security incident response and vulnerability management activities is an advantage. • IT certifications such as ITIL or CompTIA are not required but will be considered a plus. • Amenable to working on a rotational shift schedule and being on-call or extending hours when needed in business.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities • Work-from-home options • Career growth opportunities