Analyst, On-site IT Support

3 months ago

Manila, National Capital Region, Philippines B & M Global Services Manila, Inc. Full time

The Analyst, On-site IT Support will ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Global Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.Responsibilities:

Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applicationsOwn and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolutionProvide Tier 2 technical support for client facilities such as video conferencing and audio conferencing servicesLead, coordinate, and participate in improvements as they relate to the on-site IT environmentServe as an advocate for the organization's information security management system. Assists customers to work efficiently within the ISMS framework.Test fixes to ensure problems have been adequately resolved.Perform post-resolution follow-ups to customer requests.Evaluate documented resolutions and analyze trends for ways to prevent future problemsField incoming requests from customers via both telephone and e-mail in a courteous mannerBuild rapport with customersPerform preventative maintenance, including checking and cleaning of workstations, printers, and peripheralsPrioritize and escalate problems (when required)Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolutionApply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionUnderstand the essential responsibilities of the position and work continuously to build and improve the skills necessary to be proficient in the roleServe as a backup to the IT Support Technician as appropriateServe as lead Audio Visual SME for live meetings and events held onsite or at remote locations as requestedSupport, operate, and maintain AV equipment for live meetings and eventsProvide support and demonstrate expert knowledge of online webinar tools and applicationsAct as a backup trainer when requestedSkills and Experience:Experience in the field of computer science, information sciences, or related fieldMicrosoft MCP desired or other appropriate certificationStrong knowledge of computer hardware, including Dell workstations and laptopsExperience with Microsoft WindowsExtensive application support experience with Microsoft OfficeProven track record of working under Service Level Agreements and a Service Desk frameworkExperience working in a team-oriented, collaborative environmentKey Performance Areas:Effective communication with Managers and IT staffProvide high-quality customer service to all staffResponsiveness and reliability for driving issues to resolutionEnd-user satisfaction with the outcome and the manner in which it was deliveredKnowledge and Skills:Strong understanding of the organization's goals and objectivesDeep understanding of how the various work groups in the organization use technology in their day-to-day workExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on listening and asking probing questions as appropriateStrong documentation skillsAbility to conduct research into a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly language to non-technical staff and end usersKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationAbility to represent and advocate for both the policies and procedures of the IT organization from the end users' perspectivePersonal Attributes:Consistently demonstrates a positive attitude and approachDemonstrates enthusiasm and dedicationConsistently displays initiative by proactively providing solutions and driving long-term objectives toward completionDemonstrates empathy and focuses on the needs of internal and external clients/contacts where relevantFocuses on what can be done. When a problem exists, suggest a solutionBuilds relationships with stakeholdersMaintains a courteous and professional manner in all dealings

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