Helpdesk Analyst

The Helpdesk Analyst is a front-line member of the global IT Helpdesk based in our Manila office. You will provide high‑quality technical support to SolarWinds employees across APAC and other regions, resolving end‑user issues, managing requests through our ITSM platform, and supporting live channels like the Virtual Tech Bar (VTB).

This role is hands-on, office-based part of the week, and well suited to someone who enjoys troubleshooting, learning new technologies, and working with international teams in a fast-paced environment.

Key Responsibilities

• Provide day-to-day desktop and application support for internal customers in the Manila office and remote users across APAC and other regions
• Support end-user devices including laptops/desktops, peripherals, mobile devices, printers, and conferencing/meeting room equipment
• Monitor, triage, and resolve incidents and requests in the IT ticketing/ITSM system (SolarWinds Service Desk and related tools), ensuring accurate real-time ticket entry and clear updates to users
• Handle live support via channels such as Virtual Tech Bar (VTB) and chat, following standard EUS procedures and handoffs
• Follow up with users to confirm resolution and ensure a positive support experience
• Install, configure, image, and re-image company PCs, tablets, and mobile devices according to IT standards and security baselines
• Troubleshoot hardware and software issues across Windows, and (where applicable) macOS, as well as common SaaS and productivity tools
• Perform user account administration in Active Directory, Azure AD, and other enterprise applications:
• Password resets and basic account unlocks
• Group and role membership, license assignment
• Coordinating with IAM and Security teams on access and compliance tasks
• Maintain and contribute to the IT knowledge base, documenting recurring issues, fixes, and how‑to guides for end users and IT peers
• Support collaboration and communication platforms (e.g., email, chat, Zoom/meeting rooms, VPN) and escalate complex issues to specialist teams as needed
• Collaborate with other IT teams (network, systems, security, business applications, IAM) to resolve cross-functional issues and deliver a consistent end‑user experience
• Support new hire onboarding and contractor onboarding:
• Account provisioning and initial access requests
• Equipment coordination with local and remote teams
• Ensuring smooth Day 1 experience for employees and vendors
• Participate in local and global IT projects (e.g., laptop refresh, security baselines, application rollouts, process improvements)
• Perform other duties as assigned by management in support of broader IT and business priorities

Required Qualifications

• Degree in Information Technology, Computer Science, Information Systems, or related field, or 2+ years of equivalent hands-on helpdesk / desktop support experience
• Demonstrated ability and willingness to learn new technologies and adapt to changing tools and processes
• Strong organizational skills with attention to detail; able to listen, follow up, and accurately document issues and resolutions
• Excellent customer service, verbal, and written communication skills in English (suitable for global support); strong interpersonal skills when dealing with users at all levels
• Proven ability to handle a high-volume workload in a fast-paced environment while managing priorities effectively
• Self-motivated, proactive, and capable of working both independently and as part of a team

Technical Skills

• Solid experience supporting Windows endpoints in an enterprise environment; familiarity with macOS is a plus
• Strong Microsoft 365 / Office skills (Outlook, Teams, Excel, Word, PowerPoint) for both end-user and basic admin support
• Basic understanding of network fundamentals (DNS, DHCP, VPN, Wi‑Fi troubleshooting; familiarity with the OSI model and common protocols is beneficial)
• Experience with an enterprise ticketing / ITSM platform (e.g., SolarWinds Service Desk, ServiceNow, or similar)
• Experience with user provisioning and access management (Active Directory / Azure AD, SSO groups, basic security concepts)
• Familiarity with modern endpoint management and MDM tooling (e.g., Intune, JAMF or similar) is an advantage

Preferred Qualifications

• Prior experience in a global, multi-site IT environment supporting both office-based and remote employees
• Exposure to collaboration and telephony platforms such as Zoom, Teams, and contact center tooling
• Familiarity with ITIL concepts and working in an incident / request / change management framework
• Industry certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus.

Impact & scope

• Front‑line IT for APAC and part of global follow‑the‑sun coverage.
• Mix of on‑site support and remote support for regional users.

Career growth

• Established ladder in Manila: Associate → Helpdesk Analyst → Senior Helpdesk → Team Lead / specialist roles.
• Strong internal moves into MDM, infrastructure, networking, and security teams.

Tech exposure

• Daily use of: Windows 11, some macOS, M365, Zoom Contact Center/Workplace, Intune/JAMF, Azure AD, VPN, and SolarWinds monitoring tools.
• Opportunity to work on fleet projects (laptop refresh, security baselines, automation, standard builds).

Team & culture

• Integrated with Cork, Brno, Austin and Singapore—shared runbooks, weekly global EUS calls, and common processes.
• Not a script‑driven helpdesk: analysts are expected to troubleshoot, think, and improve KBs.

Schedule & stability

• Shifts aligned to APAC and partial global coverage; predictable schedules with shift differentials where applicable.
• Permanent role in a long‑standing Manila office, not a short contract tied to one customer.