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 Report outdated documentation to senior staff.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.