Helpdesk Analyst

TL;DR

Helpdesk Analyst (IT Support): Providing high-quality technical support to internal employees across APAC with an accent on troubleshooting hardware, software, and identity management issues. Focus on resolving incidents via ITSM platforms, managing user provisioning, and maintaining IT knowledge bases in a fast-paced, collaborative environment.

Location: Must be based in Manila, Philippines (Hybrid role).

Company

hirify.global is a global software company dedicated to providing simple, powerful, and secure solutions to help customers accelerate business transformation.

What you will do

• Provide day-to-day desktop and application support for office-based and remote users across APAC.
• Monitor, triage, and resolve incidents and requests within the ITSM platform.
• Manage user account administration including Active Directory, Azure AD, and access provisioning.
• Support end-user devices including laptops, mobile devices, printers, and conferencing equipment.
• Maintain and contribute to the IT knowledge base by documenting recurring issues and fixes.
• Collaborate with global IT teams to resolve cross-functional issues and ensure a consistent end-user experience.

Requirements

• Degree in IT/Computer Science or 2+ years of equivalent helpdesk/desktop support experience.
• Excellent verbal and written communication skills in English.
• Solid experience supporting Windows endpoints in an enterprise environment.
• Strong knowledge of Microsoft 365 and basic network fundamentals (DNS, DHCP, VPN).
• Experience with enterprise ticketing systems and user provisioning tools.
• Ability to work in a fast-paced environment with a high-volume workload.

Nice to have

• Familiarity with macOS and MDM tooling like Intune or JAMF.
• Exposure to collaboration platforms such as Zoom and Teams.
• Understanding of ITIL concepts and incident management frameworks.
• Industry certifications such as CompTIA A+ or Microsoft certifications.

Culture & Benefits

• Permanent role within a long-standing, stable office environment.
• Predictable schedules with shift differentials for APAC and global coverage.
• Clear career ladder from Analyst to Team Lead or specialist roles.
• Opportunities for internal mobility into infrastructure, networking, and security teams.
• Collaborative global team culture with shared runbooks and processes.