Desktop Support Analyst 1

2 weeks ago

Cebu City, Philippines Asurion Full time

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 problems Key Accountabilities Serve as the “go to” hands on IT resource for a respective site Configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and telecommunications devices including accessories related to end user equipment Provide timely and accurate support to end users and other IT teams Adhere to End Users Services and Company defined policies and procedures Perform field support functions associated with internal and external customer-based needs Work with ServiceNow application to manage ticket queues Trusted to use the following tools to support desktop, laptop, and software management Asset Management Software Delivery Remote Control Active Directory Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite Administer local hardware inventory using ITAM tool Provides after-hours on-call support when needed Work as an extended resource to other IT Support teams to setup, troubleshoot, install/upgrade, decommission, and configure equipment Onsite Servers Onsite Telephony Onsite Network Other tasks as may be defined/assigned for the efficient functioning of the roles. Experience, Skillsets and Personal Competencies At least 2+ years related experience for a midsize or larger organization (500+ user environment) At least 1-year experience providing support for a Call Center environment (is an advantage) 2+ years of experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer, software and Structured Cabling is required Knowledgeable in Active Directory, O365, Basic IP Telephony and Citrix Environment Familiar with setup of IP phone/VoIP Setup Troubleshooting Configuration Demonstrated ability to effectively communicate by phone or in person Must be possess excellent customer service skills and ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users Maintains a high degree of professionalism in actions Excellent teamwork skills and the ability to work unsupervised Demonstrate performance and aptitude consistent with Asurion core values and culture Handles confidential and sensitive matters with tact and diplomacy Good English communication skills Familiarity with ITIL is a plus. #J-18808-Ljbffr

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