Service Desk Analyst - Level II

Location: PHL-Manila, Philippines; onsite night-shift role

Company

hirify.global provides insurance-related services and operates with a focus on collaboration, expertise, and innovation.

What you will do

• Act as the single point of contact for IT support.
• Log, track, troubleshoot, and resolve incidents and service requests.
• Restore service as quickly as possible within SLA targets.
• Provide professional, customer-focused end-user support.
• Assist with user account setup, recurring-task documentation, ad hoc projects, and backup support.
• Protect confidential information and contribute to continuous service improvement.

Requirements

• Experience with MS Office, Office 365, Microsoft Exchange, Outlook, and Windows 7/10.
• Knowledge of Active Directory, SCCM/Intune, hardware troubleshooting, and basic network troubleshooting.
• Ability to diagnose basic and moderate technical problems within defined processes and procedures.
• BS degree in IT or a related field.
• Ability to work an onsite night-shift schedule in Manila.

Nice to have

• Experience with virtual machines and Citrix.
• Strong customer service, analytical, spreadsheet, communication, organizational, and documentation skills.
• Basic understanding of IT and insurance terminology.
• Ability to work independently and collaboratively.

Culture & Benefits

• Collaborative environment focused on expertise and innovation.
• Customer-focused IT support function working with Helpdesk, Desktop Technology, and ATS teams.
• Opportunities to contribute to service improvement and ad hoc technology projects.