IT Service Desk Analyst

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

B2B • SaaS • eCommerce

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 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 • 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

• Work-from-Home PLUS model • Exceptional service culture • Positive, encouraging and performance-driven work environment • Opportunities for growth