Helpdesk Analyst

About the role

SolarWinds is looking for a proactive Helpdesk Analyst to join its global IT Helpdesk team in Manila. You will deliver high‑quality technical support to employees across APAC and other regions, handling day‑to‑day desktop issues, device provisioning, and live‑chat assistance.

Key responsibilities

• Provide desktop and application support for on‑site and remote users.
• Manage end‑user devices (laptops, desktops, mobiles, printers, meeting‑room equipment).
• Monitor, triage, and resolve incidents in the ITSM platform (SolarWinds Service Desk).
• Handle live support via Virtual Tech Bar and chat, following standard procedures.
• Install, configure, image, and re‑image PCs, tablets, and mobile devices.
• Perform user account administration in Active Directory and Azure AD.
• Document solutions in the IT knowledge base and collaborate with other IT teams.

Required profile

• Strong troubleshooting mindset and willingness to learn new technologies.
• Excellent communication skills and ability to work with international teams.
• Customer‑focused attitude with a commitment to delivering positive support experiences.

Required skills

• Windows operating system support
• macOS support
• Active Directory and Azure AD administration
• ITSM tools – SolarWinds Service Desk
• Experience with SaaS productivity tools (e.g., email, chat, Zoom)
• VPN configuration and troubleshooting