{"id":1300424,"url":"https://alion.io/job/genfinity-it-helpdesk-analyst-genfinity-philippines-inc-","title":"IT Helpdesk Analyst - Genfinity Philippines, Inc.","company":{"id":3775676,"name":"Genfinity","domain":"genfinity.net","url":"https://alion.io/company/genfinity-net","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":18000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1104},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"DPO","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"PHP","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"C#","optional":true}],"status":"live","first_seen_at":"2026-09-26T11:28:37Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-10-20T08:57:07Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Role Summary\nThe 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.\nThe 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.\nThis is a hands-on role requiring strong technical knowledge, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment.\nKey Responsibilities\n1. Frontline Support & Ticket Management (25%)\nMonitor, triage, and resolve incoming incidents and service requests in FreshService ITSM.\nEnsure accurate categorisation, prioritisation, and ownership of all tickets.\n2. Service Request Handling (20%)Process and fulfil standard service requests (user access, software installation, hardware setup, account changes).\nFollow established approval workflows and escalate to relevant teams when required.\nEnsure all completed requests meet quality, security, and compliance standards.\n3. Technical Troubleshooting (25%)Diagnose and resolve issues across Windows environments, enterprise applications (e.g., QAD, ZenQMS), desktop hardware, and Microsoft 365 tools.\nProvide first-contact fixes where possible, escalating efficiently when needed.\nSupport connectivity issues, MFA challenges, account problems, and device setup.\n4. Escalation & Communication (10%)Escalate tickets to regional or specialist teams following SOPs.\nCommunicate clearly with users and stakeholders regarding ticket progress and timelines.\n5. Process & Compliance (10%)Follow SOPs for onboarding, offboarding, incident response, and access management.\nAdhere to internal security standards, including software installation controls and user access policies.\nContribute to documentation updates and knowledge-base improvements.\n6. Global Collaboration (10%)Work closely with regional IT teams across Europe, LATAM, North America, Canada, Africa, and AMEA.\nCoordinate licensing, asset allocation, and recurring issues with stakeholders.\nHelp ensure consistent global service delivery and process alignment.\n RequirementsBachelor’s degree in computer science, Information Technology, or related field.\n1-3 years’ experience in an IT Helpdesk/Service Desk role.\nFamiliarity with ITSM tools (FreshService experience preferred).\nStrong technical knowledge of Windows environments, Microsoft 365, and enterprise applications.\nUnderstanding of escalation workflows, ticket lifecycles, and ITIL practices.\nExcellent communication, customer service, and problem-solving skills.\nAbility to work under pressure and manage multiple competing priorities.\nExperience with QAD, ZenQMS, or other ERP/QMS systems.\nITIL Foundation certification.\nPrevious experience supporting users across multiple global regions.\nWhat We OfferOpportunity to be part of a global IT function supporting a growing international organization.\nExposure to diverse technical environments and enterprise applications.\nTraining and career development opportunities within a collaborative IT team.\nCompetitive compensation and benefits aligned with local standards.\nWork Arrangement\nLocation: Onsite work during probation period, work arrangement will be assessed to hybridafter 6 months of probation period.\n\nWork Days: Monday to Friday.\nShift Schedule: 8AM to 5PM PH Manila time.\nCompensation: Earn up to PHP 60,000 depending on experience.\n-------------\nAll 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.\nGenfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.\nAll information will be kept confidential according to EEO guidelines.\nPrivacy Notice & Consent\nWe 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.\nThis 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. As part of the recruitment process, identity verification may be conducted at a later stage i.e. post-offer stage, which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the Data Privacy Act of 2012.\nYou 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  .\nBy 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.","description_format":"text","description_chars":5307,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-09-26T11:28:37Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.569,"p_room":0.55,"age_days":23,"expected_fill_days":17,"reasons":["conf:6","win:tail","comp:junior"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/genfinity-it-helpdesk-analyst-genfinity-philippines-inc-","json_url":"https://alion.io/job/genfinity-it-helpdesk-analyst-genfinity-philippines-inc-.json","meta":{"generated_at":"2026-10-20T09:43:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10645,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3775676},"rest":"https://alion.io/mcp/rest/get_company?id=3775676"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenfinity-it-helpdesk-analyst-genfinity-philippines-inc-"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenfinity-it-helpdesk-analyst-genfinity-philippines-inc-"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenfinity-it-helpdesk-analyst-genfinity-philippines-inc-"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genfinity-it-helpdesk-analyst-genfinity-philippines-inc-\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenfinity-it-helpdesk-analyst-genfinity-philippines-inc-"}]}