IT Helpdesk Analyst L1.5
IT by Design Philippines Inc. Taguig Full-time
About the role
IT by Design Philippines Inc. is seeking an IT Helpdesk Analyst L1.5 to join our growing IT support team in Taguig City, Metro Manila. This is a full-time position that serves as a critical entry point for our technical support operations. As an IT Helpdesk Analyst L1.5, you will be the frontline support for end-users, providing technical assistance and resolving IT issues to ensure smooth operations across the organisation.This role is essential to maintaining user satisfaction and system reliability whilst developing your IT support expertise.
Key responsibilities- Respond to and resolve user IT support requests via phone, email, ticketing systems and in-person interactions
- Provide first-level technical troubleshooting for hardware, software, networking and connectivity issues
- Assist users with account access, password resets, email configuration and software installation
- Document all support tickets accurately and thoroughly, maintaining detailed records of issues and resolutions
- Escalate complex or unresolved issues to Level 2 support or specialist teams in a timely manner
- Perform routine maintenance tasks such as system updates, patching and basic system monitoring
- Maintain a professional and patient demeanour when interacting with end-users of varying technical proficiency levels
- Follow established IT procedures, policies and security protocols consistently
- Contribute to the development and maintenance of IT knowledge bases and support documentation
- Achieve service level agreements (SLAs) for ticket resolution times and customer satisfaction metrics
- At least 2 years experience in IT Helpdesk, IT Service Desk or related roles.
- Experience with IT ticketing systems and helpdesk management tools
- Experience with Active Directory, supporting O365 concerns, VPN, printers, etc.
- Strong troubleshooting and diagnostic skills with the ability to work through technical problems methodically
- Excellent communication skills with the ability to explain technical concepts in simple, user-friendly language
- Patience, empathy and strong customer service orientation when assisting end-users
- Ability to multitask and prioritise workload effectively in a fast-paced environment.
- Attention to detail and accuracy in documentation and ticket management
- Proactive attitude with a commitment to continuous learning and professional development
- Time management and organisational skills with the ability to meet SLAs
- Prior helpdesk or IT support experience is advantageous but not mandatory for candidates demonstrating strong potential
- Opportunities for continuous professional development and IT certification support
- Clear career progression pathway from L1.5 to L2 and specialist support roles
- Training and mentorship
- Health and wellness benefits to support your wellbeing
- Collaborative and supportive team environment focused on growth
- Exposure to diverse technologies and IT infrastructure as you develop your career
About us
IT by Design Philippines Inc. is a leading technology services provider committed to delivering innovative IT solutions and exceptional support to our clients. We specialise in comprehensive IT infrastructure, help desk services and technical support, enabling organisations to operate efficiently and securely.Our mission is to empower businesses through reliable technology solutions and dedicated customer service. We pride ourselves on fostering a collaborative workplace where team members are supported in their professional growth and encouraged to develop their technical expertise.
With a focus on quality, innovation and customer satisfaction, IT by Design Philippines Inc. is an excellent place to build a rewarding career in information technology.
Apply now
If you are ready to start your IT support career with a reputable technology services company, we would love to hear from you. Please submit your resume, a cover letter outlining your interest in this role and any relevant certifications or qualifications.Join IT by Design Philippines Inc. and grow your IT career with us.
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