Service Desk Analyst L-1

3 weeks ago

Quezon City, Philippines Stark Asia Solutions Inc. Full time

Overview

An Service Desk Analyst L-1 provides advanced technical support for more complex issues. They handle escalated incidents, perform in-depth troubleshooting, and work on problems related to hardware, software, and network systems. They collaborate with other IT teams to resolve complex problems, ensuring a high level of service and user satisfaction.

Work Location & Setup

Work Locations: Eton Centris, Quezon City

Work Setup: 24/7 Support | Shifting Schedule | Onsite

Responsibilities
  • Provide 24/7 technical support and troubleshooting assistance.
  • Monitor and respond to system-generated alerts from Microsoft Teams Rooms Pro Management Portal.
  • Troubleshoot AV equipment issues in meeting rooms, including sound and video quality.
  • Deliver exceptional service and ensure a positive user experience.
  • Effectively communicate updates, changes, and solutions to users.
  • Maintain and proactively check AV systems for reliability and performance.
  • Stay updated on the latest tools, software, and industry best practices.
  • Ensure compliance with company standards in all resolutions.
Qualifications
  • At least Highschool graduate (Diploma is a must)
  • Bachelor's degree in IT, Computer Science, or a related field (preferred).
Experience
  • Minimum of 18 months technical support or service desk experience.
Technical Expertise & Domain Knowledge Security & Compliance
  • Knowledge of device compliance and Windows update policies.
Mobile Support
  • Experience setting up mobile devices for work-related functions.
  • Familiarity with Intune and authentication practices.
Network Connectivity Troubleshooting
  • Strong understanding of corporate and home network connections.
  • Proficient in VPN setup and troubleshooting.
Messaging & Office Products
  • Expertise in email server troubleshooting, Outlook setup, and error resolution.
  • Proficiency in Outlook 2016, Office integration, and Microsoft Teams.
  • Familiarity with macOS, ServiceNow, and cloud-based applications.
Operating Systems & Hardware
  • Experience troubleshooting hardware issues remotely.
Internal Applications & Conferencing
  • Understanding of cloud-based applications.
  • Expertise in Microsoft Teams installation, navigation, and collaboration tools.
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