Helpdesk Analyst

SJ Group – Mandaluyong, National Capital Region, Philippines Overview Join to apply for the Helpdesk Analyst role at SJ Group . Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Information Technology. Industry: Professional Services. Responsibilities Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead. Provide quality frontline application support to the SJgroup business for extended operating hours. Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business. Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics. Respond to telephone calls, personal requests, and emails requesting help relating to access to SJGroup. Respond to requests for help with the use of SJGroup Enterprise and the Portal. Identify critical system and network issues, escalate and liaise with the Senior Helpdesk Analyst, Helpdesk Services Manager or second-level technical support until resolution. Maintain relevant information in the SJGroup Ticketing application. Prepare guides and documentation related to the identification and resolution of application support issues. Participate in system testing, UAT (User Acceptance Testing) and the implementation process for enhancements and issue resolutions in SJ Group. Ensure Service Level Agreement (SLA) and Standard Operating Procedures (SOP) are met. Qualifications, Knowledge, Skills and Experience Bachelor’s/College degree in an IT-related field. Minimum 5 years of relevant experience in a technical support environment. Excellent communication skills on the telephone and via email. Strong customer service orientation and/or focus. Excellent problem analysis and resolution skills. Good working knowledge of Active Directory, Exchange and Office 365. Ability to troubleshoot general applications (Office suite, Operating systems, VPN, IE). Experience with ERP systems such as Epicor or SAP is desirable. Ability to work unsupervised. Previous experience in an in-house IT service environment. Strong understanding of SLAs/KPIs. Goal-oriented, self-motivated and a team player. Willing to work on 24x7 shifting schedules including weekends. Referrals increase your chances of interviewing at SJ Group. Get notified about new Help Desk Analyst jobs in Mandaluyong, National Capital Region, Philippines. Location tags Mandaluyong, National Capital Region, Philippines Taguig, National Capital Region, Philippines Pasig, National Capital Region, Philippines Quezon City, National Capital Region, Philippines Manila, National Capital Region, Philippines #J-18808-Ljbffr