IT Analyst

4 weeks ago

Pampanga, Philippines Technology Elite, Inc. Full time

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application. 

Working Arrangement: Hybrid (will be identified by the current schedule of the team)
Work Shift: 8:30am start – 5:30pm finish AEST (GMT +10) / 6:30am – 5:30pm PHT

Job Overview:
To assist in providing a high standard of remote, telephone and email support to the clients by providing service excellence in every engagement and utilizing cutting edge technology. 
 
Additional Info 
Reports To: Team Leader 
Key Relationships: 

Internal Service Desk Account Managers Sales Team Managing Director Projects team 

 External 

Clients Vendors Partners 

Responsibilities:

Technical Support Handle all tickets as allocated by the service desk scheduler  Respond to incoming IT issues by troubleshooting as per guidelines and internal processes Resolution of tickets within capability level Ensure calls/tickets are logged, prioritized and escalated appropriately Aim to increase the number of calls/tickets to be resolved on the first call To include notes in every ticket after every phone call or other interaction with the customer 

Client Experience 

Maintain first class communication with the client, adhering to specific service level agreements When remote access has been gained to resolve customer issue, the session is ended and the customer is aware of the resolution Ensure all customers are called to advise of ticket resolution 

 Team Support & ongoing Learning 

Collaborate & communicate effectively within the team Ensure customer complaints are escalated to the service desk team leader or next level technician Actively contribute to and participate in professional development opportunities afforded by the company Promote the values and behaviors expected of at all times 


Occupational Health & Safety 

Behave in a way that ensures your safety and the safety of others Follow all safety requirements Attend fit for work and not under the influence of alcohol or other drugs/substances Maintain personal grooming/presentation standards Maintain an understanding of and act in accordance with OHS Policies, procedures and responsibilities Maintain an understanding of the hazards and risks associated with our operations and report them to the Director in a timely manner 


Daily Tasks:

Use ConnectWise Manager to review tickets assigned to them Work on tickets to troubleshoot the issues remotely Complete service requests (user onboarding etc) for our clients Communicate updates to our clients via phone / teams / email Manage their time to ensure all tickets are provided the required attention Troubleshoot technical issues on Windows devices  Collaborate with colleagues on resolving issues Escalate issues that are unsolved within 30 minutes as per the escalation process Ensure time is tracked against all tickets Complete Moves / Adds / Changes in client systems

Qualifications:

Technical Demonstrated level 1 technical knowledge Intermediate computers skills – predominantly in Windows, Microsoft 365 and MS Office 


Good Work Relationship 

Proven ability to build and maintain positive relationships Verifies that a high level of effective communication exists with clients Ability to engage others through credible communication and presentation 


Analytical and Organized 

Sound ability to multi-task across multiple IT platforms, with effective time management skills to ensure conflicting deadlines are met Sound attention to detail and strong analytical skills Innate ability to stay organised, and keep everyone in your team on the same page. Always. 


Initiative and Motivation 

Ability to show initiative and self-motivation  Sound attention to detail and strong customer service skills Positive outlook in meeting challenges and working to a high level 


Nice to have:
Education & Certification 

Degree/Diploma/Certificate in Information Technology is an advantage Basic Microsoft Certification Comptia A+  

Benefits:Up to 1-month FREE Accommodation for those relocating to Pampanga *21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)HMO coverage for employee +1 FREE dependent on the first day of employment+1 additional FREE dependent per successful year of tenure (up to five (5) years)Tenure Incentive Program*FREE daily mealReferral Bonus of up to Php20,000.00*ALL government mandated benefits

*Terms and conditions apply