Service Desk Analyst I

Location: Philippines

Company

hirify.global provides IT service desk and application support services for client organizations.

What you will do

• Serve as the first point of contact for end users requesting IT assistance through calls, chats, and email.
• Diagnose and resolve basic issues involving Windows, Microsoft Office, network and VPN connectivity, Citrix, and mobile device management.
• Perform remote troubleshooting using diagnostic techniques, remote software, and targeted questions.
• Document incidents, requests, investigations, and resolutions accurately in ticketing systems.
• Escalate high-priority or unresolved issues to the appropriate IT support level.
• Participate in team meetings, assigned projects, and corporate initiatives while following IT service procedures and HIPAA requirements.

Requirements

• At least 1 year of IT service desk or IT support experience.
• General knowledge of computer systems and software, including network connectivity, VPN, 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 problem-solving, typing, organizational, and attention-to-detail skills.
• Ability to work independently and as part of a team, including nights and weekends depending on the assigned shift.

Nice to have

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

Culture & Benefits

• Focus on professionalism and a high level of customer service.
• Opportunities to learn new software and expand help desk knowledge.
• Inclusive equal-opportunity workplace.
• Full-time employment with shift-based scheduling.