IT Service Desk Analyst L1 (AU Retail, Office-based) at Connectly

Mandaluyong, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

RetailIndustries

Requirements

1.5+ years of experience in a service desk environment
Knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Office 365, and Windows 10
Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony, and mobile devices
Exposure to Ticketing Tools and Active Directory
Excellent technical and troubleshooting skills
Nice to Have: Exposure to ServiceNow, Salesforce, SharePoint, and Point of Sales (POS)
Nice to Have: Familiarity with ITIL Foundation
Nice to Have: Knowledge of the Retail Industry

Responsibilities

Delivering first level support in a Service Desk environment
Handle calls professionally, courteously, and effectively, adhering to standard procedures
Address intermediate technical issues based on experience and expertise
Manage application deployment using approved software tools
Ensure strict compliance with licensing and maintain accurate inventory records
Own incidents and requests until resolution, keeping customers informed and collaborating with relevant teams for solutions
Handle intermediate-level administration for all systems, including VPN support and phone/voicemail management
Address information security threats and guide junior staff in security administration across various platforms
Recommend and schedule hardware and peripheral improvements, upgrades, and repairs
Ensure hygiene of incidents and requests in the organization’s incident management system, adhering to all quality and regulatory standards
Ensure all relevant processes within the responsibility area are well-documented and current

Skills

Key technologies and capabilities for this role

MS OfficeExchangeOffice 365Windows 10Active DirectoryVPNNetworkingIP TelephonyMobile DevicesTicketing ToolsServiceNowSalesforceSharePointPOSITIL

Questions & Answers

Common questions about this position

What benefits are offered for this IT Service Desk Analyst position?

Benefits include medical, dental coverage, and life insurance from day 1, paid vacation and sick leave with quarterly sick leave conversion, competitive salary package and annual appraisal, financial assistance program, mandatory government benefits and 13th month pay, complimentary sleeping quarters and coffee, complimentary office fitness and wellness facilities, regular company events, work-life balance, and career growth opportunities.

Is this IT Service Desk Analyst role remote or office-based?

The role is office-based and fully on-site at the Mega Tower, EDSA in Metro Manila.

What skills are required for the IT Service Desk Analyst L1 position?

Required skills include 1.5+ years of experience in a service desk environment, knowledge of Microsoft technologies like MS Office suite, Exchange Office 365, and Windows 10, ability to support networking issues including cabling, wireless, VPN, IP telephony, and mobile devices, exposure to ticketing tools and Active Directory, plus excellent technical and troubleshooting skills.

What is the company culture like at ConnectOS?

ConnectOS is certified as a Great Place to Work, emphasizes work-life balance, regular company events, career growth opportunities, and provides perks like complimentary facilities and an accessible location, fostering an awesome team environment.

What makes a strong candidate for this IT Service Desk Analyst role?

A strong candidate has 1.5+ years in service desk, supports Microsoft technologies and networking, has exposure to ticketing tools and Active Directory, plus nice-to-haves like ServiceNow, Salesforce, ITIL, or retail industry knowledge.

Connectly

AI-powered marketing automation for e-commerce

About Connectly

Connectly.ai automates sales and marketing for e-commerce businesses through its AI-powered platform, Sofia AI. This platform integrates with popular e-commerce systems like Shopify and Vtex, allowing for automated, personalized conversations with customers across various channels. Connectly.ai stands out by significantly reducing time spent on administrative tasks and improving the sales closing process. The company's goal is to enhance efficiency and sales for e-commerce businesses.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$33.7MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Company Equity

Risks

Increased competition from Alibaba's AI initiatives could overshadow Connectly's offerings.

Reliance on Shopify and Vtex poses risks if they develop their own AI solutions.

Rapid AI advancements require Connectly to continuously innovate to stay competitive.

Differentiation

Connectly.ai automates sales and marketing for e-commerce with AI-powered Sofia AI platform.

The platform integrates seamlessly with Shopify and Vtex, enhancing user experience and sales.

Connectly.ai supports over 20 languages, including local slang, for personalized customer interactions.

Upsides

Connectly.ai raised $20 million in Series B funding led by Alibaba in 2023.

The platform's AI-driven personalization boosts conversion rates and customer satisfaction.

Connectly.ai's multilingual support enhances global customer engagement and market reach.

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