IT Support

3 days ago

Pasig, National Capital Region, Philippines Starpay Corporation Full time

On-site - Pasig 1-3 Yrs Exp Diploma Full-time

Job DescriptionDescription

JOB SUMMARY:

A System Operations and Incident Analyst is responsible for maintaining a reliable, secure, and efficient support. He/She shall deploy, configure, maintain, and monitor all active system equipment to ensure smooth network operations.

DUTIES AND RESPONSIBILITIES:

As Service Desk Analyst

  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
  • Assign unresolved Incidents to appropriate Level 2 Support Group.
  • Log all Incident/Service Request details, allocating categorization and prioritization codes.
  • Keep users informed about their Incidents' status at agreed intervals.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests.
  • Verify resolution with users and resolve Incidents in IT Help Desk.
  • Escalate Major Incidents to the DCO Manager.
  • Escalate Incidents at risk of breaching Service Level Agreement to the DCO Manager.
  • Own all Incidents and Service Requests throughout the lifecycle.

As IT Support Analyst

  • Serve as the primary, on-site IT point of contact for IT support. Coverage may include 24x7 support of the operation.
  • Assist with analysis, definition, and documentation of detailed specifications for new & existing applications.
  • Operate and maintain Starpay computer systems, including but not limited to PCs, printers, data collection devices, etc.
  • Log all appropriate IT problem and processing support calls.
  • Effectively identify and escalate IT issues as appropriate.

The Incident Analyst user role has the following responsibilities:

Act as Incident Analyst

  • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.
  • Track and follow-up respective groups to meet the Service Level Agreement / Operational Level Agreement.
  • Document troubleshooting steps and service restoration details.
  • Create and submit knowledge articles.
  • Provide specialized investigation and diagnosis of all Incidents and Service Requests.
  • Identify Problems.
  • Verify resolution with end-users and resolve assigned Incidents.
  • Escalate Major Incidents to the DCO Manager.
  • Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the DCO Manager.
  • Escalate unresolved Incidents to the appropriate group either to System Admin, Network Admin, or Application Team.
Requirements

Please refer to job description.

Working Location

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

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  • withholds your ID,
  • requires you to provide a guarantee or collects property.
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