Service Desk Analyst I

Location: Philippines

Company

hirify.global provides IT service desk support for organizations and their end users.

What you will do

• Act as the first point of contact for end users through phone, chat, and email.
• Provide level 1 troubleshooting for Windows, Microsoft Office, network and VPN connectivity, Citrix, and mobile device management.
• Diagnose issues using qualifying questions, remote software, and technical diagnostic techniques.
• Resolve incidents during the initial contact or document and escalate them according to established protocols.
• Record requests, investigations, and resolutions accurately in ticketing systems.
• Follow service desk procedures, including HIPAA and client notification requirements, and contribute to assigned projects.

Requirements

• At least 1 year of IT service desk or IT support experience.
• General knowledge of network connectivity, VPN, Microsoft 365, Active Directory, and mobile device management.
• Excellent written and verbal communication and customer service skills.
• Proficient English is required to support clients.
• Strong problem-solving, typing, organizational, and attention-to-detail skills.
• Ability to work independently and as part of a team, including nights and weekends depending on the assigned shift.

Nice to have

• ITIL training or experience.
• CompTIA A+, Microsoft, HDI, or other industry-specific certifications.
• Spanish language skills.

Culture & Benefits

• Full-time employment.
• Participation in team meetings and corporate initiatives.
• Opportunities to expand knowledge of help desk procedures and services.
• Inclusive equal opportunity workplace.