Service Desk Analyst

2 weeks ago

Makati City, National Capital Region, Philippines Resource Solutions Limited Full time

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Resource Solutions is a global leader in recruitment & consultancy solutions, helping some of the world's leading companies recruit the talent they need to scale and grow responsibly. We offer our people incredible career opportunities as well as an inclusive culture, and flexible working.

If you are ambitious, curious, and dare to do different, we want to meet you.

About the Role:

Service Desk Analyst is part of the Technology and Transformation Team for Robert Walters Group.

This team is responsible in providing first line technical support for hardware, software and access related issues or concerns. Service Desk tracks and reports major incidents, engage 2nd or 3rd line support to assist with issue resolution and making sure that the business is informed by sending out communication. This is a critical role within the business providing support of IT services to a dynamic
fast-growing business.

Key Responsibilities:

To ensure IT systems are functional, available, performant and maintained across the IT estate so that customers can accomplish their business tasks and transact with our systems. This includes identifying, troubleshooting, prioritising, triaging, and reporting on IT problems & faults.

Service Strategy, Design, Transition & Operations

  • Provides first line support for all application related issues via Phone, Emails and Walk-ins.
  • Responsible for Account Provisioning which includes Starter, Leaver, and Mover Setup
  • Resolves incidents and request at first line where possible
  • Acts as a Queue Manager responsible for distributing incidents and request to other members of the team for triage that are automatically logged when user sends an email or request.
  • Ensure that Priority Matrix is followed and that all Major Incidents are reported to escalation team.
  • Creates Problem ticket to link all related incidents and communicate to the business by sending out comms.
  • Actively participate on Daily Stand-up and contribute through knowledge sharing and process documentation

Technical Standards, Processes, & Reporting

  • Support continual service improvement by proactively making suggestions and share best practices
  • Engage with the wider technology and transformation teams by collaborating and contributing to Projects where Service Desk representation is required
  • As instructed by the Service Desk Manager, be responsible for first-line support to employees
  • Ensure that we maintain a high level of Customer Satisfaction measured using Happy Signals
  • Maintain a passing KPI which is measured on a weekly basis
  • Attends trainings and meetings for career progression

Who you are:

Education and Experience

  • Undergraduate Degree in IT, Engineering, Computer Science, Information Science or Management Information Systems (MIS) or science based discipline or similar level of experience
  • 2 years previous experience as a Service Desk Analyst in a similar scale commercial environment
  • Extensive experience of working with conflicting, highly complex information.
  • Continuous process improvement orientation and experience in Service Desk Operations
  • Experience with Change and Release Management and ITIL Service Management methodologies.
  • Industry certifications such as ITIL V4 is an advantage but not essential

Knowledge, Skills and Abilities

  • Ability to think logically and make rational decisions in emergency situations, with the ability to respond quickly and accurately to important and contentious organisational issues.
  • Ability to analytically solve complex problems and make informed recommendations based on detailed data gathering.
  • Responsible, prepared to 'own' challenging issues and problems seeing them through to resolution.
  • Excellent written and oral communication skills to articulate recommendations and influence staff at all levels.
  • High-level of energy and enthusiasm with the ability to motivate others.
  • Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly.
  • Excellent technical understanding of:
  • Customer Service
  • Microsoft Active Directory Services
  • Microsoft Exchange & Office 365
  • Amazon Web Services
  • Unified Communications & Microsoft Teams
  • Powershell scripting
  • Citrix XenApp/XenDesktop and other thin client technologies
  • Basic Networking
  • Remote Monitoring Tool
  • A unique opportunity to drive projects
  • A track record of high performance and an ability to deliver excellent results consistently is key. In return for your hard work, you'll be offered a competitive top salary and benefits package with bonuses/commission and fantastic incentives programme
  • Private medical insurance
  • A fantastic training and development programme
  • Volunteer time off
  • The opportunity to partake / qualify for our Global incentive weekend
  • Employee wellbeing through various programmes
  • You'll have plenty of opportunities to progress your career, both in your country and other locations around the world. That's the benefit of working for a large global organisation. One that is at the forefront of recruitment innovation, a specialist in RPO and MSP

"As a Disability Confident Employer, Resource Solutions is committed to offering a fully inclusive and accessible recruitment process to all candidates. If you require any accommodations or adjustments as a result of a disability, impairment or health condition, please do not hesitate to let me know."

Resource Solutions – Leading recruitment outsourcing provider

Want a global career with no limits? We are the solution

Apply now

As we are continuously hiring for all our clients in the region, we will retain your CV in our database for any other positions that may fit your profile. Should you not wish to have your profile maintained in our database please contact us. For further information about how your data will be handled, please refer to our Privacy Policy )

Ready to build, re-shape and optimise your workforce for better talent acquisition? We redefine work so everyone has a lifetime of opportunity.
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