Sr. Service Desk Representative- Onsite

7 days ago

Manila, National Capital Region, Philippines Insight Full time

Sr. Service Desk Representative (Onsite)

As a Tier 2 Service Desk/IT Access Provisioning Analyst, you are the intermediate line in support of Insight customers. In this role, you will primarily fulfill access requests related to client resources such as file/folder access, onboarding, offboarding, email and shared calendars, application access, and more. The ideal candidate will also act as a subject matter expert and secondary point of escalation for Insight's Tier 1 Service Desk teammates.

As part of the Insight team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.

Insight is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our Teammates have access to the latest and greatest technologies in performing their daily activities. In addition, we offer an attractive compensation program and a comprehensive benefits package which includes Dental, Health Care, Vision, Short/Long Term Disability, Accidental Death and Dismemberment, Life Insurance, and Travel coverage.

Core Responsibilities:
  • Provide second-level technical support to end-users for various hardware and software issues, including troubleshooting, diagnosing, and resolving complex problems.
  • Escalate issues to third-level support as needed and work collaboratively with other teams to resolve issues.
  • Manage access provisioning for various applications and systems, including user account creation, modification, and deletion.
  • Ensure that access provisioning follows established policies and procedures, including adherence to security standards and compliance requirements.
  • Develop and maintain documentation for support procedures, troubleshooting guides, and access provisioning workflows to be passed to the tier 1 team (shift-left).
  • Continuously improve the quality and efficiency of support services, including analyzing support data to identify trends and patterns.
  • Participate in team meetings, training sessions, and other team activities as required.
  • Support desktop, laptops, tablets, phones, and other corporate equipment with primary focus on the remote setup, repair, and/or maintenance of computer hardware equipment and peripheral devices.
  • Be responsible for timely ticket resolution, closure, and escalation.
  • Provide expert level technical support of end user hardware, software, mobile devices, and peripherals.
  • Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal workstation performance.
  • Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation.
  • Remotely connect to a device, when necessary and perform remote troubleshooting and resolution.
  • Install, Configure and Troubleshoot end user Software and Hardware issues (Windows, Android, iOS, and Mac OS X)
  • Perform other duties as assigned.
Qualifications:
  • Post-secondary diploma and three years' experience or five (5) years of total experience in a fast paced, enterprise IT support role with a focus on providing technical support to end-users and managing access provisioning.
  • Strong technical skills in Windows operating systems, Microsoft Office Suite, and other commonly used applications.
  • Familiarity with ITIL and ITSM (Incident, Major Incident, Problem, Change) principles and best practices. ITIL v4 certification is a plus.
  • Excellent communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical users.
  • Ability to work collaboratively with other teams and independently with minimal supervision.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
  • Experience in troubleshooting issues in MAC, Windows desktop environments: Office 365 Suite applications.
  • Demonstrated high performer able to manage a large ticket queue daily.
  • Experience with Microsoft Teams
  • Maintains knowledge of new technologies resulting in continued client satisfaction
  • Experience with a ticketing system, preferably ServiceNow.
  • Experience with SCCM, Asset Management, Intune, WS1, JAMF, machine imaging, and Mac/Apple device support.
  • Expertise in troubleshooting and diagnosing issues.
  • Excellent customer service skills and white glove service experience
  • Ability to teach and train.
  • Manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking.
  • Ability to communicate technical information, both verbal and written to a wide range of end-users
  • Experience with remote desktop support tools, VPN and VDI environments.
  • Knowledge of Mobile devices (iOS, Android)
Competencies
  • Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
  • Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.
  • Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
  • Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
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