Global Service Desk Analyst Level I

Location: Manila, Philippines; flexible hybrid work environment with core hours from 2pm to 11pm.

Company

hirify.global provides a data network and intelligence architecture for capital markets, helping institutional investors, asset managers, and service providers turn fragmented data and workflows into investment intelligence.

What you will do

• Act as the first point of contact for internal IT support through Jira Service Management, including the portal, tickets, chat, and telephone.
• Triage, categorise, prioritise, document, resolve, or route requests within agreed service levels.
• Complete standard requests such as password resets, MFA unlocks, access requests, and user account updates.
• Provide first-line support for Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, printing, and audio/video conferencing.
• Keep users informed throughout the ticket lifecycle and maintain or improve knowledge-base guidance for recurring issues.

Requirements

• Bachelor’s degree in information technology, computer science, or a related discipline, or equivalent practical experience.
• Up to two years of experience in IT support, service desk, desktop support, or a similar role.
• Hands-on troubleshooting experience with Windows and macOS, plus foundational networking and remote desktop support knowledge.
• Basic Microsoft 365 administration knowledge, including Exchange, Teams, SharePoint, Intune, and Entra ID.
• Experience with Jira Service Management or an equivalent ticketing platform, including queues, request types, SLAs, and workflows.
• Strong written and verbal communication, customer focus, empathy, attention to detail, accurate documentation, and willingness to follow procedures and shift requirements.

Nice to have

• Familiarity with Intune, SCCM, Microsoft Defender, or other endpoint management and security tools.
• Exposure to Autopilot, Patch My PC, PDQ, or similar device provisioning and application deployment tools.
• Experience with Confluence, knowledge bases, technical documentation, or AI-enabled support tools such as Copilot and AI-assisted triage.

Culture & Benefits

• Flexible hybrid work environment.
• Core working hours from 2pm to 11pm.
• Commitment to diversity and inclusion across recruitment, retention, career progression, and training.