IT Support Analyst

PROTECTION AND IMMUNITY, STARTING DAY ONE!

Grow your career while being supported with comprehensive HMO as early as your Day 1 with us!

Awesome perks await in #WeAreTGT: EASTWOOD!

• Health & Wellbeing: HMO from Day 1 (with dependent & dental coverage), psychiatric & medicine support, flu shots, life insurance

• Rewards & Recognition: 24 PTOs (with conversion), annual appraisals, awards, referral programs, company events

• Growth & Perks: Free daily meals & treats, career development, certifications, overseas training, vibrant office culture

• Vibrant City Location: Work in EASTWOOD (Day Shift!)

As an IT Support Analyst...

You'll be responsible with Workcover calculation queries and provide guidance consistent with product rules and available documentation.

Ideal Technical Profile

• More than 3+ years of required experience in support, service delivery, or customer success within Saas/software development environments.

• Strong understanding of incident and problem management, including ticketing and escalation practices.

• Ability to interpret system behavior and articulate issues clearly to developers (reproduction steps, logs, screenshots, impact)

• High attention to detail for testing, data validation, and client onboarding activities.

• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical customers.

• Strong problem-solving and decision-making skills.

• Hybrid Set up: reporting site Eastwood (Day Shift)

Your Impact Starts Here

Incident Management and Ticket Resolutions

• Responsible for providing high- quality support users and clients across the Company's risk and claims management software products.

• The role also supports continuous improvement through structured testing, feedback collection and collaboration with internal teams.

Key Responsibilities

• Triage, log and communication system bugs/issues to programmers, including clear reproductions steps, prioritization, and recommended corrective actions

• Coordinate and deliver client training on system use, including onboarding and refresher sessions as required.

• Test new and modified interfaces/functions, documenting results and escalating defects or usability concerns.

• Develop, maintain and distribute system updates to customers, including release notes, tips, known issues, planned improvements.

• Set up and board new clients in Quick claim, including collection of required data, validation of formats and coordination of configuration activities.

• Maintain accurate support documentation, knowledge base articles, and internal playbooks to support consistent delivery.

MORE THAN JUST A JOB

Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Alabang, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.

Make the most of our 100% virtual recruitment. Apply today!