IT Service Desk Analyst

Peak Support

IT Service Desk Analyst providing technical assistance and support to end users. Managing Microsoft 365 and Azure AD tasks for smooth operations.

Posted 6/5/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureITSMMacOSServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft 365 administrationAzure ADExchange OnlineSharePointTeamsOneDriveWindows operating systemmacOS operating systemhardware troubleshootingsoftware installation

Soft Skills

problem-solvinganalytical skillswritten communicationverbal communicationcustomer service orientationproactiveself-motivatedability to prioritizemultitaskingadaptability

Certifications

ITILCompTIA