Desktop Support Analyst 2

4 weeks 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
#J-18808-Ljbffr

  • Desktop Support Analyst 1

    2 weeks ago

    Cebu City, Philippines Asurion Full time

    We would love for you to explore other opportunities within Asurion. Job Summary Desktop Support Analysts 1 provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and...

  • Desktop Support Engineer

    2 weeks ago

    Quezon City, National Capital Region, Philippines Questronix Corporation Full time ₱400,000 - ₱600,000 per year

    Job description:Provide onsite and remote support for desktops, laptops, printers, and standard peripherals. Troubleshoot and resolve hardware, software, and connectivity issues. Perform system reimaging, virus removal, and patch updates. Assist in the backup and recovery of user data and configurations. Document support activities and update configuration...

  • Desktop Support Engineer

    3 weeks ago

    Quezon City, Philippines Questronix Corporation Full time

    Job description: Provide onsite and remote support for desktops, laptops, printers, and standard peripherals. Troubleshoot and resolve hardware, software, and connectivity issues. Perform system reimaging, virus removal, and patch updates. Assist in the backup and recovery of user data and configurations. Document support activities and update configuration...

  • IT Desktop Support

    7 days ago

    Eastwood City, Philippines Systemantech, Inc Full time ₱192,000 per year

    JOB DESCRIPTIONResponsible in the deployment, installation, pull-out and configuration of PC, Laptop, Printer.Diligently attends to assigned tickets and provides support within the specified SLAs.Regularly updates on the status of assigned service request or incident.Troubleshooting hardware problems, replaces defective parts and makes necessary escalation...

  • IT Desktop Support

    2 weeks ago

    Eastwood City, Philippines Systemantech Full time ₱240,000 - ₱360,000 per year

    Job Summary:Stage, configure, and prepare desktops and laptops for deployment.Perform imaging, software installation, patching, and testing of devices prior to deployment.Format, clone, and configure devices for end-users.Troubleshoot and resolve PC hardware/software issues.Perform patching and other related activities to maintain system health.Assist with...

  • IT Desktop Engineer

    2 weeks ago

    Cebu City, Philippines IntouchCX Full time

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Remote Desktop Support

    5 days ago

    Quezon City, National Capital Region, Philippines UnitedHealth Group Full time ₱900,000 - ₱1,200,000 per year

    Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers,...

  • Desktop Engineer

    4 days ago

    Cebu City, Central Visayas, Philippines Systemantech, Inc Full time ₱204,000 - ₱216,000 per year

    JOB DESCRIPTIONResponsible in the deployment, installation, pull-out and configuration of PC, Laptop, Printer.Diligently attends to assigned tickets and provides support within the specified SLAs.Regularly updates on the status of assigned service request or incident.Troubleshooting hardware problems, replaces defective parts and makes necessary escalation...

  • Desktop Support

    3 weeks ago

    Cavite City, Philippines Buscojobs Full time

    Technical Support Representative Open to High Bacoor, Cavite Orbit Teleservices Posted today Job Viewed Tap Again To Close Job Description With or Without BPO experience Career shifters are welcome High school graduates are welcome With good English communication skills MUST not be currently employed/studying Willing to attend Zoom Interview Salary :...

  • Technical Analyst 2-Support

    2 weeks ago

    Cavite City, Philippines Buscojobs Full time

    Technical Analyst 2 Support Application Jobs Posted 1 day ago Job Description Key Responsibilities: Technical Support and Troubleshooting Provide level 1 and 2 IT support to end-users across departments (office and production). Diagnose and resolve hardware, software, printer, scanner, and network issues. Respond promptly to helpdesk tickets, system...