
Desktop Support Analyst 2
4 weeks ago
Asurion Cebu, Central Visayas, Philippines
Desktop Support Analyst 2The Desktop Support Analyst 2 is a member of the End User Services team and is the onsite IT resource serving their respective site. He/she can perform duties with minimal supervision and proactively identifies and drives the resolution issues. The Desktop Support Analyst 2 works under the supervision of IT Manager and continually works to deliver an exceptional customer experience.
- Serve as the “go to” hands on IT resource for a respective site
- Identify pain points or persistent issues and escalate as required
- Perform field support functions associated with internal and external customer-based needs
- Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature
- Configure, deploy, maintain and troubleshoot desktops, laptops, printers, IP phones, mobile devices, and telecommunications devices including accessories related to end user equipment
- Maintain inventory of installed software and hardware
- Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule
- Seek and drive opportunities within the End User Services team to streamline tasks and improvements to service
- Lead complex troubleshooting investigations to accepted resolution while closing out appropriate internal responses to drive continuous improvement & knowledge
- Document all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system while keeping end user informed
- Ensure that work is carried out within the established Service Level Agreements (SLA)
- Follow established escalation and notification procedures
- Alert People Leader to outages, priority issues, recurring problems
- Provide emergency after-hours senior executive support as required
- Provide after-hours on-call support when needed
- Adhere to the department and the Company’s policies, procedures and established best practices
- Ensure high degree of customer satisfaction throughout service delivery
- Mentor less experienced team members on technical resolution of complex problems and procedures
- Create and/or revise existing technical documentation and procedures
- Provide assistance and/or information as needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
- Utilize tools to support desktop, laptop, and software management: Asset Management, Software Delivery, Remote Control, Active Directory
- Collaborate with other IT Support teams to setup, troubleshoot, install/upgrade, and decommission equipment
- Onsite Servers, Onsite Telephony, Onsite Network
Commitment to personal development, continuously increasing level of professional expertise
Seniority level- Mid-Senior level
- Full-time
- Information Technology
- Insurance
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