Service Delivery Help Desk Analyst
harborglobal • Manila, Manila, Philippines; Philippines - Remote
Posted: February 4, 2026
Job Description
Harbor is seeking a customer-focused and detail-oriented Help Desk Support Analyst to serve as the first point of contact for IT support requests. This role is responsible for providing timely, high-quality technical assistance to end users, resolving desktop and application issues, and ensuring service levels are consistently met. The ideal candidate is service-driven, organized, and comfortable working in a fast-paced, ticket-based environment supporting a global user base.
This is a full-time, remote position than can be worked from anywhere in the Philippines (Manila preferred). The hours will be United States normal business hours (8:30am - 5:30pm EST).
Key Responsibilities:
- Serve as the first point of contact for IT support requests submitted through the ticketing system, phone, and email
- Deliver a positive customer experience by providing clear communication and timely resolution of issues
- Triage, prioritize, and manage support tickets to meet or exceed established service level agreements (SLAs)
- Perform remote and on-site troubleshooting, diagnosis, and resolution of end-user technical issues
- Install, configure, test, maintain, and troubleshoot end-user hardware and virtual workstations
- Install, configure, and support standard business software and applications
- Troubleshoot hardware, software, and workstation-related issues, escalating when appropriate
- Create and maintain technical documentation, instructions, and validation materials as needed
- Build and maintain strong working relationships with internal teams and business partners
- Support additional IT tasks and initiatives as business needs evolve
Qualifications:
- Experience providing Help Desk or IT support in a professional environment
- Familiarity with ticketing systems and IT service management workflows
- Working knowledge of Windows operating systems and common business applications
- Basic understanding of workstation hardware, peripherals, and software troubleshooting
- Strong customer service mindset with excellent verbal and written English communication skills
- Ability to manage multiple tasks, prioritize effectively, and work independently
- Willingness to learn new technologies and adapt to changing business needs
Preferred Qualifications:
- Prior experience supporting users in a global or US-based organization
- Experience working remotely with distributed teams
- Exposure to documenting technical processes or knowledge base articles
Why Harbor:
- Collaborative, global team environment
- Opportunities to grow technical and professional skills
- Meaningful work supporting teams across the organization
Additional Content
Harbor is seeking a customer-focused and detail-oriented Help Desk Support Analyst to serve as the first point of contact for IT support requests. This role is responsible for providing timely, high-quality technical assistance to end users, resolving desktop and application issues, and ensuring service levels are consistently met. The ideal candidate is service-driven, organized, and comfortable working in a fast-paced, ticket-based environment supporting a global user base.
This is a full-time, remote position than can be worked from anywhere in the Philippines (Manila preferred). The hours will be United States normal business hours (8:30am - 5:30pm EST).
Key Responsibilities:
- Serve as the first point of contact for IT support requests submitted through the ticketing system, phone, and email
- Deliver a positive customer experience by providing clear communication and timely resolution of issues
- Triage, prioritize, and manage support tickets to meet or exceed established service level agreements (SLAs)
- Perform remote and on-site troubleshooting, diagnosis, and resolution of end-user technical issues
- Install, configure, test, maintain, and troubleshoot end-user hardware and virtual workstations
- Install, configure, and support standard business software and applications
- Troubleshoot hardware, software, and workstation-related issues, escalating when appropriate
- Create and maintain technical documentation, instructions, and validation materials as needed
- Build and maintain strong working relationships with internal teams and business partners
- Support additional IT tasks and initiatives as business needs evolve
Qualifications:
- Experience providing Help Desk or IT support in a professional environment
- Familiarity with ticketing systems and IT service management workflows
- Working knowledge of Windows operating systems and common business applications
- Basic understanding of workstation hardware, peripherals, and software troubleshooting
- Strong customer service mindset with excellent verbal and written English communication skills
- Ability to manage multiple tasks, prioritize effectively, and work independently
- Willingness to learn new technologies and adapt to changing business needs
Preferred Qualifications:
- Prior experience supporting users in a global or US-based organization
- Experience working remotely with distributed teams
- Exposure to documenting technical processes or knowledge base articles
Why Harbor:
- Collaborative, global team environment
- Opportunities to grow technical and professional skills
- Meaningful work supporting teams across the organization