Desktop Support Analyst 2

2 days ago

Cebu City, Philippines Asurion Full time

Asurion Cebu, Central Visayas, Philippines

Desktop Support Analyst 2

The 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
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Insurance
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