L1 Helpdesk Support Analyst

4 weeks ago

Pasig, National Capital Region, Philippines Retail Software Associates Corp. Full time

Summary:

The L1- Helpdesk Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

The L1- Helpdesk Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate escalation group.

The L1- Helpdesk Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.

Areas of Responsibilities:
  1. Diagnostic and Analysis
  2. Operation and Support
  3. Act as first point of contact for phone calls and emails from clients regarding IT/software/application issues and account-related queries.
  4. Triage, Investigate, Troubleshoot and provide resolution on assigned tickets within the shift.
  5. Log all calls on the call logging system and CRM and maintain full documentation.
  6. Manage and coordinate urgent and complicated support issues to the proper escalation group.
Required Skills/Experience/Competencies
  1. Bachelor's degree in Information Technology.
  2. Should have worked as a Support Associate in any IT or BPO company for at least 2 years.
  3. Must have experience in handling POS-related inquiries.
  4. Experience with cloud solutions and cloud deployment of applications (Microsoft Azure is an advantage).
  5. Must be able to multi-task and keep calm under pressure.
  6. Understanding of Ticket Life Cycle and SDLC.
  7. Experience in Helpdesk, Service Desk, and Support (Application and Technical).
Work Location

If the position requires you to work overseas, please be vigilant and beware of fraud.

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