Helpdesk Analyst

4 weeks ago

Mandaluyong City, National Capital Region, 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.

#J-18808-Ljbffr

  • IT Helpdesk/Service Desk Analyst

    2 weeks ago

    Makati City, National Capital Region, Philippines H2 Software Consulting Services Inc. Full time ₱300,000 - ₱450,000 per year

    We are seeking a motivated and customer-focused IT Helpdesk / Service Desk Analyst to provide first-line technical support and assistance across the organization. The ideal candidate will have a foundational understanding of IT systems, excellent communication skills, and a strong desire to resolve technical issues efficiently and professionally.Key...

  • Premier Helpdesk API Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Travelport Full time ₱450,000 - ₱900,000 per year

    Job DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...

  • IT Helpdesk Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Booth and Partners Full time ₱900,000 - ₱1,200,000 per year

    OverviewSpirit Technology Solutions specializes in delivering business IT solutions, specifically designed to service a wide range of clientele, from small businesses to large corporate organizations. Spirit provides a broad range of technical services, across multiple technologies. The teams are skilled in engineering, optimization, and management of client...

  • Premier Helpdesk Analyst

    1 day ago

    Quezon City, National Capital Region, Philippines Travelport Full time ₱1,200,000 - ₱2,400,000 per year

    Job DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...

  • Premier Helpdesk Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Travelport Full time ₱1,200,000 - ₱2,400,000 per year

    Job DescriptionTravel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school...

  • PeopleSoft HelpDesk

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Chubb Full time ₱900,000 - ₱1,200,000 per year

    We are seeking a skilled Incident Analyst to join our Corporate Systems – Helpdesk and Security team. The successful candidate will be responsible for managing and helping resolving IT incidents using the ServiceNow platform, ensuring minimal business disruption and maintaining high service quality standards. This candidate should be of high moral...

  • Compensation Helpdesk/Accounting Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines Cognizant Full time ₱900,000 - ₱1,200,000 per year

    Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients' toughest problems and enabling them to thrive in the...

  • Helpdesk Supervisor

    3 days ago

    Makati City, National Capital Region, Philippines Consistent Frozen Solutions Full time ₱400,000 - ₱500,000 per year

    The Helpdesk Supervisor is responsible for managing frontline IT support operations while actively providing hands-on technical assistance across all IT domains, including servers, user access, network infrastructure, CCTV, and enterprise applications such as NetSuite.This role oversees the resolution of IT incidents and service requests, ensuring adherence...

  • Junior Service Desk Analyst

    3 weeks ago

    Mandaluyong City, National Capital Region, Philippines Stolt-Nielsen Limited Full time

    OverviewJunior Service Desk Analyst (Project-based) - Are you interested in joining the world of international storage and distribution of bulk liquids, tankers, terminals, aquaculture & LNG? Stolt-Nielsen's fast growing Business Technology is looking for a Junior Service Desk Analyst (Project-based).Stolt-Nielsen Limited (SNL) is the specialist storage and...

  • Junior Service Desk Analyst

    3 weeks ago

    Mandaluyong City, National Capital Region, Philippines Holy Trinity University Full time

    Join an international team as a Junior Service Desk Analyst providing first-level IT support and contributing to digital transformation initiatives.Your RoleHere's what you will be doing:Provide first-level support by handling calls and emails, managing Incidents and Service Requests according to Helpdesk KPI objectives.Participate in digital transformation...