IT Service Desk Specialist

2 months ago

Manila, National Capital Region, Philippines Dexcom Full time

Meet the team:

The DEXCOM Service Desk is an in-house IT helpdesk team established last 2019 and provides IT services to all Dexcom employees on their IT support needs globally. Responsible for screening, assessment and diagnosing internal IT inquiries and work IT requests as they relate to maintenance of computers and related Production Enterprise application systems. May prepare and process helpdesk incident reports and assist in hardware and software evaluation.

Note: May be supporting any internal and external client-focused for company-hosted web-enabled solutions.

Where you come in:

You should be able to provide first-level triage, troubleshooting, and remote assistance for problems with computer systems, peripheral equipment, operating systems, and web browsers. You will help users solve their IT problems and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. Track, report, and create documentation for recurring problems.You should be able to facilitate workflow processes and maintain all aspects of the internal helpdesk system. Including server maintenance, backups, and user credentials.You will maintain service-level agreements (SLA) within acceptable parameters as deemed by management.You should be able to create, update, and review documentation such as- IT notifications, diagrams, procedures, customer support, internal support, and technical support etc.You will assist with project planning and implementation including new systems or application rollouts, compliance, and security testing for software applications, and updating software guidelines and instructions as needed. You will coordinate user notifications of project and maintenance activities, and update documentation for user instructions and guidelines. Gather, organize, and analyze report data from multiple sources to identify patterns.You will document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Service Desk ticketing system for logging, documenting, and communication of issue and resolution information.You should be able to effectively manage and organize IT inventory throughout the office.You will support and back up other IT services as needed and other duties as assigned. What makes you successful: You must have a strong interest in the evolving IT technology, and agility at learning new products and features.You must have the ability to deliver great customer experiences in any environment, deliver with HIGH quality of support and to be invigorated by constant personal interaction.You have strong business communication skills that let you converse as freely and comfortably with small groups as with individual customers you are engaged with. A good conversant in English language – both on speaking and writing. You must have an excellent work attitude, adaptability, and multi-tasking skills with hunger for growth on both personal and professional areas. Off-shore IT Support customer handling experience is a plus. You are prepared to work on a hybrid working environment office setup – e.g., working ONSITE and/or working REMOTE.You have notable years of experience in a Service Desk and/or a Helpdesk environment providing IT Support services in different workstream platforms – e.g., providing IT Support through Calls, Chats and ITSM Ticketing tools. You have extensive experience with a Ticketing tool – such as ServiceNow or other IT Service Management tools. You have experience or at least knowledge in doing support for both Windows OS and MAC IOS machines. You have the knowledge, background, or exposure in using Active Directory Management - used as one of the tools for an IT Service Desk / Helpdesk support operations environment. ITIL v4 certification / Certified Service Desk Analyst (CSDA) / MAC certification – either one of which is nice to have.

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