2025-7574_Service Desk Analyst

4 weeks ago

Cebu City, Philippines Arch Global Services (Philippines) Inc. Full time

Overview

On-site - Cebu • 1-3 Yrs Exp • Diploma • Full-time

Job Description

Company: Arch Global Services offers competitive pay and a comprehensive benefits package. Arch is committed to helping associates grow professionally through programs supporting development and a culture of innovation, collaboration and growth. The team values talent that thinks innovatively and goes the extra mile to serve customers and develop the company.

Shift Assignment: Night Shift

The Support Analyst provides end-user support, creates documentation for recurring tasks, and assists with setting up user accounts. This role diagnoses, troubleshoots and resolves basic to moderate technical problems. It operates under defined processes and procedures and makes decisions on short-term priorities and work activities. The Support Analyst works closely with the Helpdesk, Desktop Technology, and ATS teams to support users with general IT issues.

Responsibilities
  • Perform day-to-day support for the company’s end users.
  • Create and delete user accounts.
  • Assist with ad hoc projects and provide backup support for the US Support team.
Qualifications

Required

  • Technical Skills Proficiency Level Required (R) / Optional (O)
  • Microsoft Office (Word, Excel, PowerPoint, Access) – 4R
  • Office 365 – 4R
  • Microsoft Exchange and Outlook – 4R
  • Windows 7/Windows 10 – 4R
  • SharePoint knowledge – 3O
  • ServiceNow ticketing system – 3O
  • Active Directory – 3R
  • Virtual Machines – 3O
  • Citrix – 3O
  • Hardware Troubleshooting – 4R
  • Basic Network Troubleshooting – 4R
  • McAfee Drive Encryption – 2O
  • Multifactor Authentication – 3O
  • Blackberry Work – 1O
  • Cisco Unity – 1O
  • WebEx – 1O
  • SCCM – 2O
  • Excellent Customer Service Skills
  • Experience with Virtual Machines and Citrix
  • Knowledgeable in Windows 7/10
  • Strong analytical, spreadsheet, and business problem-solving skills
  • Excellent verbal and written communication, organizational skills, detail-oriented, and documentation skills
  • Basic understanding of IT and insurance terminology (preferred)
  • Ability to work well independently and as part of a team
Additional Information

BS in IT or any related field

Please refer to the job description.

Customer Service Troubleshooting Technical Knowledge Communication Skills Problem Solving Product Knowledge Time Management Team Collaboration

Working Location

If the position requires you to work overseas, please be vigilant and beware of fraud.

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  • withholds your ID
  • requires you to provide a guarantee or collects property
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