IT Helpdesk Analyst

Makati City - Philippines

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Summary
The IT Helpdesk Analyst Global Service Desk will provide frontline IT support to worldwide pharmaceutical and manufacturing operations. This role is responsible for managing incident and service request tickets troubleshooting technical issues and ensuring timely high-quality support across multiple regions.

The successful candidate will be proactive detail-oriented and adept at supporting a diverse global user base while collaborating with regional IT teams to maintain consistent service delivery.

This is a hands-on role requiring strong technical knowledge excellent communication skills and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities
1. Frontline Support & Ticket Management (25%)

Monitor triage and resolve incoming incidents and service requests in FreshService ITSM.
Ensure accurate categorisation prioritisation and ownership of all tickets.

2. Service Request Handling (20%)

Process and fulfil standard service requests (user access software installation hardware setup account changes).
Follow established approval workflows and escalate to relevant teams when required.
Ensure all completed requests meet quality security and compliance standards.

3. Technical Troubleshooting (25%)

Diagnose and resolve issues across Windows environments enterprise applications (e.g. QAD ZenQMS) desktop hardware and Microsoft 365 tools.
Provide first-contact fixes where possible escalating efficiently when needed.
Support connectivity issues MFA challenges account problems and device setup.

4. Escalation & Communication (10%)

Escalate tickets to regional or specialist teams following SOPs.
Communicate clearly with users and stakeholders regarding ticket progress and timelines.

5. Process & Compliance (10%)

Follow SOPs for onboarding offboarding incident response and access management.
Adhere to internal security standards including software installation controls and user access policies.
Contribute to documentation updates and knowledge-base improvements.

6. Global Collaboration (10%)

Work closely with regional IT teams across Europe LATAM North America Canada Africa and AMEA.
Coordinate licensing asset allocation and recurring issues with stakeholders.
Help ensure consistent global service delivery and process alignment.

Requirements

Bachelors degree in computer science Information Technology or related field.
13 years experience in an IT Helpdesk/Service Desk role.
Familiarity with ITSM tools (FreshService experience preferred).
Strong technical knowledge of Windows environments Microsoft 365 and enterprise applications.
Understanding of escalation workflows ticket lifecycles and ITIL practices.
Excellent communication customer service and problem-solving skills.
Ability to work under pressure and manage multiple competing priorities.
Experience with QAD ZenQMS or other ERP/QMS systems.
ITIL Foundation certification.
Previous experience supporting users across multiple global regions.

What We Offer

Opportunity to be part of a global IT function supporting a growing international organization.
Exposure to diverse technical environments and enterprise applications.
Training and career development opportunities within a collaborative IT team.
Competitive compensation and benefits aligned with local standards.

Work Arrangement

Location: Onsite work during probation period work arrangement will be assessed to hybrid
after 6 months of probation period.
Work Days: Monday to Friday.
Shift Schedule: 8AM to 5PM PH Manila time.
Compensation: Earn up to PHP 60000 depending on experience.

All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin ethnicity age disability marital status or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer believes in each persons potential and well help you achieve yours.

All information will be kept confidential according to EEO guidelines.

Privacy Notice & Consent

We value your privacy. By submitting your information through this form you are applying for a position at Genfinity Philippines Inc. and voluntarily providing personal information including your name contact details and resume.

This information will be collected and processed solely for recruitment purposes including evaluating your qualifications assessing your skills verifying your background and contacting you about your application. Your personal data will be processed in accordance with the Data Privacy Act of 2012.

You have the right to access correct or withdraw your data at any time. For more information please refer to our Privacy Policy or contact our Data Protection Team at .

By submitting this form I acknowledge that I have read and understood the above Privacy Notice and hereby give my free informed and voluntary consent to the collection and processing of my personal information by Genfinity Philippines Inc. for recruitment purposes.

Required Experience:

Senior IC

Role SummaryThe IT Helpdesk Analyst Global Service Desk will provide frontline IT support to worldwide pharmaceutical and manufacturing operations. This role is responsible for managing incident and service request tickets troubleshooting technical issues and ensuring timely high-quality support ac...

Monitor triage and resolve incoming incidents and service requests in FreshService ITSM.
Ensure accurate categorisation prioritisation and ownership of all tickets.