Helpdesk Analyst

2 weeks ago

Mandaluyong, Philippines Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch Full time

Primary Purpose of Position
- Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.
- Provide quality front line application support to the SJgroup business for extended operating hours.
- Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business.

Key Responsibilities
(Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
- Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.
- Respond to telephone calls, personal requests and emails requesting help relating to access to SJgroup.
- Respond to telephone calls, personal requests and email requesting help with the use of SJGroup Enterprise and the Portal.
- Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.
- Maintain relevant information in the SJGroup Ticketing application.
- Prepare guides and documentation in relation to the identification and resolution of application support issues.
- Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJGroup.
- Ensure Service Level Agreement and Standard Operating Procedures are met.

Key Qualifications, Knowledge, Skills and Experience
- A Bachelor's/College Degree in IT related field.
- Minimum 5 years of relevant experience in a technical support environment.
- Excellent communication skills on the telephone and via email.
- Strong customer service experience and/or focus.
- Excellent problem analysis and resolution skills.
- Good working knowledge of Active Directory, Exchange and Office 365.
- Should be able to troubleshoot general applications (Office suite, Operating systems, VPN, IE).
- Experience with ERP systems such as Epicor or SAP would be desirable.
- Ability to work unsupervised.
- Previous experience working in an in-house IT service.
- Strong understanding of SLAs / KPIs.
- Goal-oriented, self-motivated and a team player.
- Willing to work on a 24x7 shifting schedule including weekends.

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