About the job 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 escalation critical system/network issues to senior...