ASSOCIATE HELPDESK ANALYST

Job Title: Associate Helpdesk Analyst Location: Manila Work Setup: Hybrid: Monday/Wednesday Onsite | Tuesday/Thursday/Friday - WFH Schedule Options: 8:00 AM to 5:00 PM Salary Range: PHP 40,500/month Job Summary: The Associate Helpdesk Analyst serves as a central point of contact for IT support, ensuring business continuity by resolving incidents and service requests in a timely manner. The role involves safeguarding IT security, maintaining SLA compliance, and delivering excellent customer service to users globally. Key Responsibilities: • Respond to calls, emails, and personal requests professionally. • Troubleshoot and resolve issues within the GSS IT Helpdesk scope. • Escalate out-of-scope issues to appropriate resolver groups. • Identify and escalate critical system/network issues to senior support. • Stay updated with support scope and responsibilities. • Follow and execute processes based on work instructions and documentation. • Report outdated documentation to senior staff. • Participate in system testing, UAT, and implementation activities. • Ensure compliance with SLAs and SOPs. Key Performance Indicators: • Timely resolution of tickets with all underlying issues addressed. • Meet or exceed attendance and reliability targets. • Achieve customer satisfaction survey targets. • Maintain complete and concise documentation. Qualifications: • Bachelors/College Degree in a related field (preferred but not required). • Strong communication skills (phone and email). • Customer service-oriented with prior helpdesk experience. • Excellent ticket and time management skills. • Detail-oriented with strong problem-solving abilities. • Proficient in Active Directory, MS Outlook, and Office 365. • Able to troubleshoot general applications (Office suite, OS, VPN, IE). • Capable of working independently. • Familiarity with SLAs and KPIs. • Goal-oriented, self-motivated, and a team player. • Willing to work on a 24x7 shifting schedule including weekends and holidays.