Peak Support

IT Service Desk Analyst

Peak Support

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

AzureITSMMacOSServiceNow

About the role

  • 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.

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
  • Work-from-Home PLUS model
  • Exceptional work environment
  • Opportunities for growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Microsoft 365 administrationAzure ADExchange OnlineSharePointTeamsOneDriveWindows operating systemmacOS operating systemhardware troubleshootingsoftware installation
Soft Skills
problem-solvinganalytical skillswritten communicationverbal communicationcustomer service orientationprioritizationmultitaskingproactiveself-motivatedcollaboration
Certifications
ITILCompTIA