Position Overview
The Service Desk Analyst is a frontline professional responsible for providing technical assistance
and support to our end-users within the organization. This position plays a critical role in maintaining the smooth operation of IT systems and ensuring that employees can effectively use technology to carry out their tasks. As a Service Desk analyst, you will be a part of a team dedicated to providing World Class IT support and service. This role will leverage various tools and systems to ensure timely identification and remediation of issues that can impact IT services.
Key Responsibilities
- Logging, categorizing, and prioritizing incidents.
- Providing initial troubleshooting and support to resolve issues.
- Escalating unresolved incidents to 2nd or 3rd level support teams
- Handling service requests like password resets, software installations, and account management.
- Take Inbound Voice calls and provide 1st level support like password reset, unlock, YubiKey reset.
- Ensuring service requests are fulfilled in a timely manner.
- Serving as the first point of contact for users experiencing technical issues.
- Providing clear and effective communication with users and updating them on the status of their incidents or requests.
- Good understanding of User's Onboarding and Offboarding process.
- Basic knowledge of Active Directory and G-suite backrgound.
- Respond to incoming requests and inquiries from end-users via various communication channels, such as phone, chat, or portal incidents.
- Operates independently to provide prompt and professional technical support through processing and prioritization of a variety of problems.
- Ensures that most raised issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and technical standards
- Serves as technical advisor and remote desktop support for system users with basic to advanced issues by resolving or conferring with the appropriate technical assignment groups
- Combine technical knowledge and ability to solve problems using enhanced people skills to provide an excellent support experience to our users
- Maintain and continue to develop in-depth knowledge of Information Technology products and services within the organization.
- Adhere to security best practices and processes
- Support users during rotational shifts.
Qualifications:
- Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.
- At least 2-4 years work experience as a Service Desk Analyst.
- Knowledge in Active Directory and Google Suite.
- Working knowledge of IT demands in call center operations and organization particularly in the area of operations support.
- CEFRL B2 in English or above.
- Good interpersonal and customer care skills.
- Schedule flexibility
Work Setup
- Full onsite arrangement
- Night shift schedule
- Taguig City
