Job description
ConnectOS is seeking a proactive and customerâfocused Service Desk Analyst to support our AU Retail clients from the Philippines. If you have a minimum of 12 months of service or application support experience and are comfortable working with the Microsoft Office productivity suite, this role is a superb fit for you. You will be the first point of contact for end users, diagnosing incidents, providing accurate solutions, and ensuring timely escalation when necessary. This is a fullâtime position with a flexible shift model to accommodate AU retail operations while delivering exceptional IT support.
As a Service Desk Analyst, you will join a dynamic team that values clear communication, problemâsolving, and a strong sense of ownership. You will collaborate closely with crossâfunctional teams to resolve issues efficiently, document solutions for future reference, and help maintain service level agreements (SLAs). The ideal candidate is technically curious, customerâcentric, and thrives in a fastâpaced environment where every ticket matters.
What youâll do at ConnectOS:
- Provide firstâline IT support for end users, handling incidents and service requests via the ticketing system.
- Troubleshoot and resolve issues related to desktop applications, Microsoft Office, peripherals, and basic network connectivity.
- Document problems and solutions with clear, concise notes; maintain accurate ticket updates and adhere to SLAs.
- Escalate complex or unresolved issues to Level 2/3 support with thorough context and reproduction steps.
- Deliver excellent customer service and maintain regular communication with users about status and resolution timelines.
- Participate in flexible shift scheduling to support AU retail operations and ensure coverage during peak times.
- Collaborate with IT and Retail Operations teams to implement fixes, share knowledge, and drive process improvements.
Responsibility
- Provide frontline incident management and service request handling for end users.
- Diagnose, troubleshoot, and resolve issues related to Microsoft Office and Windows environments.
- Manage and update tickets with accurate information and timely status updates.
- Escalate issues to appropriate teams when necessary and follow through on resolutions.
- Maintain high levels of customer satisfaction through effective communication and professional service.
- Support AU retail operations with flexible scheduling and reliable coverage.
- Contribute to knowledge base and participate in continuous improvement efforts.
Qualification
- Minimum 12 months of service or application support experience.
- Strong working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint) and Windows operating systems.
- Experience with help desk or ticketing systems and ITILâbased processes.
- Excellent verbal and written communication skills with a customerâcentric approach.
- Ability to work in a fastâpaced environment and manage multiple priorities.
- Flexible availability to support AU retail operations and shifts as required.
- Problemâsolving mindset with solid documentation and organizational skills.
- Team player with a proactive attitude and willingness to learn.