Service Desk Analyst I (IT Support)

Location: Philippines

Company

hirify.global provides IT service desk support and related technology services.

What you will do

• Serve as the first point of contact for end users seeking IT assistance.
• Diagnose and resolve basic hardware, software, network, VPN, Microsoft Office, Citrix, and mobile device issues through phone, chat, email, and remote tools.
• Ask qualifying questions, guide users through problem-solving workflows, and provide professional customer service.
• Document requests, incidents, investigations, and resolutions accurately in ticketing systems.
• Escalate high-priority and unresolved issues to the appropriate IT personnel or application support team.
• Follow escalation procedures, HIPAA and client-notification policies, participate in team meetings, and support ad hoc projects.

Requirements

• At least 1 year of IT service desk or IT support experience.
• General knowledge or experience with computer systems and software, including network connectivity, VPN connectivity, Microsoft 365, Active Directory, and Mobile Device Management.
• Excellent written and verbal customer service and communication skills.
• Proficient English is required to support clients.
• Strong typing, problem-solving, attention-to-detail, and organizational skills.
• Ability to learn new software quickly, work independently and within a team, and apply problem-solving skills across repetitive tasks.
• Ability to work nights and weekends depending on the assigned shift.
• Ability to demonstrate and embody hirify.global’s maxims.

Nice to have

• ITIL training or experience.
• Industry-specific certifications such as CompTIA A+, Microsoft, or HDI.
• Spanish language skills.

Culture & Benefits

• Full-time employment with work performed in the Philippines.
• Work under moderate supervision while handling routine IT support problems.
• Participate in team meetings and contribute to corporate initiatives and assigned projects.
• hirify.global is an equal opportunity employer committed to an inclusive workplace and non-discrimination.