Filled Positions

As a Service Desk Analyst, you will be responsible for providing efficient and effective technical support to our clients. You will play a crucial role in resolving IT-related issues and ensuring smooth operations. This is a remote position, allowing you to work from the comfort of your home while delivering exceptional service. 

What you'll be doing 

• Responding to incoming service desk inquiries and providing technical assistance to clients via phone, email, or chat 
• Troubleshooting hardware and software issues, diagnosing problems, and implementing solutions
• Escalating complex technical issues to the appropriate teams for further resolution 
• Documenting all support tickets and maintaining accurate records of actions taken 
• Assisting with system upgrades, installations, and configurations as required 
• Collaborating with team members to improve service desk processes and enhance customer satisfaction 
• Conducting user training sessions and creating user guides when necessary
• Keeping up-to-date with the latest technology trends and developments in the industry 
• Adhering to service level agreements (SLAs) and ensuring timely resolution of support tickets 

Requirements 

• Bachelor's degree in Information Technology or a related field (preferred)  
• C1/C2 English Level proficiency (both written and spoken English)
• Proven experience as a Service Desk Analyst or in a similar technical support role
• Strong knowledge of various operating systems, including Windows and macOS 
• Familiarity with ITIL principles and best practices 
• Excellent troubleshooting and problem-solving skills 
• Proficient in ticketing systems and remote support tools
• Strong customer service skills 
• Ability to prioritize and manage multiple tasks in a fast-paced environment 
• Attention to detail and a commitment to providing high-quality support 

Preferred candidates for this role include individuals who possess relevant certifications such as CompTIA A+, ITIL Foundation, or HDI Support Center Analyst. Additionally, candidates with experience in remote technical support are highly desirable. We value self-motivated individuals who can work independently, demonstrate excellent time management and organizational skills, and exhibit a strong passion for delivering exceptional customer service. Candidates must be amenable to work during US business hours. 

We offer a full-time, US-hours remote job, 40-hour workweek Mon-Fri, with excellent prospects for long-term growth for an ambitious experienced Service Desk Analyst (Remote). We can offer HMO and other benefits to Philippine candidates.