IT Deskside Analyst (EUSG)

Duties and Responsibilities

Responsible for ensuring to work with concerned teams in

troubleshooting of technology problems.

Ensures that proper troubleshooting techniques, protocols and tools are

used in coming up with recommendations and solutions

Ensures that technical recommendations are properly thought

of/analyzed and based on hard facts.

Provides regular updates on the troubleshooting to the team,

management, and client.

Ensures that incident report and RCA is released within SLA post the

troubleshooting work and liaise with concerned groups for the

resolution.

Responsible for the documentation of RCA/ICA and follow through on

pending deliverables till closure.

Responsible for the routine checking of the operational condition of the

accounts and ensures potential issues are reported for immediate

attention/resolution.

Responsible in responding to incident/problem tickets as per SLA.

Responsible for documenting work turnover and cascading the same to

the team.

Conducts daily floor walk and account issue tracking.

Responsible for ensuring timely updates are done on documentation

that includes but not limited to inventory, process, procedures, and

operations-related documents.

Responsible for the regular review and updating of the documentation.

Responsible for ensuring that information security guidelines and

policies are followed and implemented.

Responsible for the implementation of changes to ensure compliance of

the infrastructure to the Information security guidelines and policies.

Responsible for ensuring timely completion of assigned tasks.

Responsible for ensuring proper documentation and timely updates for

assigned tasks.

Responsible for the coordination with other teams in fulfilling the

assigned tasks.

Responsible for the regular generation, analysis and releasing of reports.

Responsible for the initial review, gap analysis and providing action plan

to management.

Skills and Qualifications

Knowledge of Microsoft products & solutions is preferred

Conceptual knowledge of IP networks and core IP applications (DNS,

NTP, FTP, etc.) and telecommunications, and their interplay in an IT

computing environment

At least 1 year of computer system experience

Must have effective interpersonal and communications skills.

Ability to work well under pressure, multi-task and meet demanding

deadlines.

Good Documentation skills

Candidate must possess at least a Bachelor's/College Degree or ITrelated course.

Analytical and team management skills are a must.

Should exhibit strong interpersonal and communication skills.

Call Center / BPO / SI / Provider work experience is highly preferred.

Filipino citizens or hold relevant residence status.

Required language(s): English, Filipino