IT Service Desk Analyst

3 weeks ago

Makati City, Philippines Prov International (Philippines) Inc Full time
Responsibilities of Service Desk Analyst includes but are not limited to:
â–ª Be part of Noble IT Service Desk that provides telephone support answering, logging and prioritizing IT incidents and service requests to ensure that the service level targets are met.
â–ª Systematically interprets user problems and identifies solutions and possible side effects.
â–ª Document user contact in the ITSM suite (ServiceNow) appropriately and process them as per standard operating procedures.
â–ª Perform initial level diagnosis and use technical/logical skills to troubleshoot incidents with complex IT issues to restore services as quickly as possible on the first contact
â–ª Perform hands-on troubleshooting related to software and hardware (IT equipment, desktop, laptop, application), finding solutions from Noble Knowledge database
â–ª Work with 2nd and 3rd level teams which can be internal/external vendors as part of ticket resolutions. Keep users updated on the course of the ticket.
â–ª If assigned to projects, work with project managers to ensure managed system changes/tasks are completed to meet business requirements.
â–ª Give input to the problem and knowledge processes based on daily work experience
â–ª Identify the opportunities to improve overall operational performance & saving costs.
â–ª Adherence to Noble IT, Group policies and compliance
â–ª Willingness and flexibility to travel as per business needs.
â–ª Able to work on shifts (24 x 7 x 365) and on demand when business needs.
â–ª Other tasks/responsibilities that may be asked from time to time
â–ª Troubleshoot system failures or bugs and provide solutions to restore functionality
â–ª Walk users step-by-step through the problem-solving process 
Documentation and record responsibilities
â–ª Ad hoc reporting of support related performances
â–ª RCA reports for recorded IT issues
â–ª Record user feedback to IT services and report to service owners 
Qualification requirements
â–ª Bachelor's degree in Computer Science or similar field or equivalent experience
â–ª Strong customer skills and excellent analytical and problem-solving skills
â–ª ITIL V4 Foundation or similar process framework experience for more than 1 year
â–ª Proactive, identifying issues before they become problems and capable of following a task all the way to the end
â–ª Quality conscious, structured, service professional and fast learner
â–ª Technical skills related to desktop/laptop/printer/applications/hardware issues
â–ª Proven experience as computer technician or similar role
â–ª Thorough knowledge of computer systems and IT components
â–ª Relevant certifications (e.g. CompTIA A+) will be an advantage
â–ª The ability to break down technological processes and deliver clear, step-by-step instructions â–ª Knowledge within the following technologies:
o ServiceNow (ITSM Tool)
o Network and server
o Active Directory
o MS Windows 10, 11
o Office 365
o Admin tools - Admin Exchange, Teams Admin, Azure AD
o VPN – Cisco AnyConnect, Global Protect
o MS SCCM – System Center Configuration Manager

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