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Job Post Details

IT Service Desk Analyst - job post

NightOwl Consulting
3.3 out of 5 stars
Remote
PHP 40,000 - PHP 50,000 a month

Job details

Pay

  • PHP 40,000 - PHP 50,000 a month

Job type

  • Full-time

Full job description

Description


We are looking for a proactive, resourceful IT Service Desk Analyst who is eager to contribute across a wide range of technical support tasks. This role is not mortgage-industry specific and supports users from multiple departments including Loan Officers, LOAs, Corporate, and Compliance teams. The ideal candidate will have strong communication skills, a customer-service mindset, and solid hands-on experience with Microsoft systems, account setup, and endpoint support.


Key Responsibilities


  • Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and
    software, both onsite and remotely.
  • Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other
    communication channels.
  • Set up new user accounts and email addresses, configure Outlook desktop, and perform password
    resets.
  • Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
  • Perform onboarding and offboarding tasks, including equipment setup, software configuration, and
    access provisioning or deprovisioning.
  • Install and uninstall software applications as needed based on department requirements.
  • Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and
    browser-related issues.
  • Utilize tools such as ScreenConnect for remote support and Tanium for asset management and
    inventory tracking.
  • Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to
    minimize downtime.
  • Ensure all support activity is well-documented in accordance with internal standards and service-level
    agreements (SLAs).
  • Contribute to technical documentation, knowledge bases, and SOPs to support continual service
    improvement.
  • Stay informed of evolving technologies, particularly those related to Windows environments and
    enterprise software tools.

Skills, Knowledge, and Expertise


  • 2+ years of direct end-user support experience in a service desk or technical support role.
  • Working knowledge of Microsoft Windows, Office 365, Active Directory, and common enterprise
    software tools.
  • Experience configuring and troubleshooting Outlook desktop and MFA (e.g., Microsoft Authenticator).
  • Familiarity with using and managing ticketing systems (preferably Zendesk).
  • Experience with asset management platforms (Tanium preferred) and remote support tools
    (ScreenConnect or similar).
  • Ability to communicate clearly, empathetically, and professionally with users of varying technical skill levels.
  • Strong problem-solving skills and the ability to work independently or as part of a team.
  • Familiarity with supporting both Windows and macOS systems is a plus.
  • College degree in Information Technology, Computer Science, or a related field preferred

Benefits


  • Above market salary
  • HMO on Day 1 for principal and two dependents
  • Government-mandated benefits
  • Performance-based Incentives
  • Quarterly Company Events
  • 1,000 PHP De Minimis
  • Equipment and software provided

About NightOwl Consulting

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