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
Knowledge of Active Directory
Exposure to Servicenow, Salesforce, Share Point, and Point of Sales (POS) (Nice to Have)
Familiarity with ITIL Foundation (Nice to Have)
Knowledge of the Retail Industry (Nice to Have)

Responsibilities

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

Skills

Key technologies and capabilities for this role

Microsoft OfficeOffice 365ExchangeWindows 10Active DirectoryVPNNetworkingIP TelephonyMobile DevicesTicketing ToolsServiceNowSalesforceSharePointPOS

Questions & Answers

Common questions about this position

Is this role remote or office-based?

This is an on-site, office-based position located at Mega Tower, EDSA, Metro Manila.

What benefits are offered for this 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 with annual appraisal, financial assistance program, mandatory government benefits and 13th month pay, complimentary sleeping quarters, and coffee at no cost.

What technical skills are required for this role?

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

What is the company culture like?

ConnectOS is certified as a Great Place to Work and is a leading provider of offshore talent, specializing in premium resourcing and productivity solutions for organizations worldwide.

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

A strong candidate has 1.5+ years of service desk experience, solid knowledge of Microsoft technologies and networking support, plus nice-to-haves like exposure to Servicenow, Salesforce, SharePoint, POS, ITIL Foundation, 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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