Role Purpose

Level 1 GSD Analysts serve as the first point of contact for all internal IT support issues across Rimes’ global user base, ensuring timely, high‑quality resolution and strong customer service.

Key Responsibilities

• Serve as initial point of contact via phone, email, chat, Jira Service Desk
• First‑level troubleshooting: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint, Intune), hardware, basic network issues
• Log, categorize, and prioritize tickets accurately
• Maintain SLA compliance for Time to First Response and resolution
• Assist with onboarding/offboarding: account setup, permissions, device preparation
• Support patching cycles and endpoint security hygiene
• First‑level monitoring for production alerts and escalation
• Follow GSD processes, documentation, and contribute improvements

Required Skills & Knowledge

• Understanding of Windows OS, M365, AD, VPN, RDP tools
• Experience with Jira (preferred)
• Familiarity with Intune, Defender, endpoint security
• Strong communication and customer service skills
• Attention to detail and process discipline

Qualifications

• 0–2 years IT support or service desk experience (open for Fresh Graduates)
• IT degree or equivalent hands‑on experience
• Wiling and amenable to do 2x a week RTO / Onsite
• Amenable to do EMEA shift - 3PM-12MD Manila Time