Service Desk Analyst

4 weeks ago

Taguig, Philippines Eastvantage Full time

Eastvantage, Taguig, National Capital Region, Philippines

Overview

Join to apply for the Service Desk Analyst role at Eastvantage .

Responsibilities
  • Provide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.
  • Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
  • Perform regular backups, updates, and maintenance of IT systems and platforms.
  • Escalate complex or unresolved issues to third level support or vendors as needed.
  • Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.
  • Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.
  • Ensure compliance with IT policies, standards, and security measures.
  • Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.
Qualifications
  • Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
  • At least 3-5 years of experience in IT service desk or technical support roles.
  • Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
  • Excellent communication, problem-solving, and customer service skills.
  • Ability to work independently and as part of a team.
  • Ability to prioritize and manage multiple tasks and deadlines.
  • Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting
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