GSD Analyst Level 1

TL;DR

GSD Analyst Level 1: Serve as the first point of contact for internal IT support issues across global user base with an accent on first-level troubleshooting and SLA compliance. Focus on resolving Windows OS, Microsoft 365, hardware, and basic network problems while logging and prioritizing tickets.

Location: Manila, Philippines. Willing and amenable to 2x a week RTO/Onsite and EMEA shift - 3PM-12MD Manila Time

Company

Provides enterprise data management solutions to the global investment community, powering more than US$75 trillion in assets under management.

What you will do

• Serve as initial point of contact via phone, email, chat, and Jira Service Desk
• Perform first-level troubleshooting for Windows OS, Microsoft 365, hardware, and basic network issues
• Log, categorize, prioritize tickets, and maintain SLA compliance
• Assist with onboarding/offboarding including account setup, permissions, and device preparation
• Support patching cycles, endpoint security hygiene, and first-level monitoring for production alerts
• Follow GSD processes, contribute to documentation improvements

Requirements

• 0–2 years IT support or service desk experience (open for Fresh Graduates)
• Understanding of Windows OS, M365, AD, VPN, RDP tools
• Familiarity with Intune, Defender, endpoint security
• Experience with Jira (preferred)
• IT degree or equivalent hands-on experience
• Strong communication and customer service skills, attention to detail, process discipline